District Service Manager, Northeast

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

What you will do

Are you someone who has a passion for working in all service and customer satisfaction related activities to ensure ongoing customer loyalty? If yes, please continue to read more to learn about this exciting opportunity within our Uptime and Customer Support organization.

We are excited to announce that we are hiring a District Service Manager within the Northeast Region. This role will be responsible to provide technical direction and guidance for assigned dealer ensuring effective service operations supporting customer satisfaction initiatives. It is a priority to be the technical advisor to assist the dealers in maximizing customer Uptime through problem resolution. This position requires representation of the Volvo Truck and Mack Truck brands and demands a high degree of confidentiality of each brand.

Your responsibilities in this role will include (but not limited to):

• Maintain an adequate visitation process to your assigned region.
• Provide guidance and approval of special goodwill expense for product performance corrections to customer's out-of-warranty product concerns.
• Ensure the implementation of servicing support programs including service program completion, Vehicle recalls, Guest Customer program, in order to maximize customer uptime.
• Address ASIST, cases within corporate guidelines to maximize the customer experience.
• Assist dealer in minimizing customer dwell time.
• Utilize compiled service data such as LVD reporting to add value and improve customer profitability.
• Assist in investigations of complex product problems and provide accurate product reports.
• Ensure all Argus cases are current and closed in a timely manner.
• Ensure the prompt resolution of customer and dealer technical issues.
• Provide support to all Regional functions to assure market share is realized, emphasizing on proprietary components.
• Maintain good customer relations by providing technical training with existing as well as conquest customers.
• Maintain Training standard to the level of Master Tech for both Brands.

Who are you?

Critical Competencies

• Strong oral and written communication skills.
• Change Facilitation
• Ownership/Accountability
• Analytical Skills
• Problem Solving/Decision Making
• Technical/Functional Expertise
• Selling Intangible products
• Negotiation Skills
• External Relationships/Networking
• Lead with passion by valuing and respecting the opinions and ideas of others, show empathy and genuine care in all interactions, embrace diversity by engaging and including everyone at every level.
• Perform with purpose by articulating clear goals and expectations through open, authentic, and frequent communication/feedback. Empowering the team to take decisions and recognize successes and learn from mistakes. Prioritize and deliver results that make a difference to our employees and our customers.
• Transform with vision by looking for better ways and outcomes, embrace change and have a sustainability mindset

You will also have experience with the following to be the best candidate

• 5 years of automotive industry experience, preferably in a service or maintenance related role
• Minimum 1 year of experience in dealership operations or in a position with direct dealer interface
• 2 years of customer service experience
• Automotive Technology knowledge required
• Thorough knowledge of complex truck systems and how to repair them
• Understanding of retail truck business.

Education

• Associate Degree in Diesel/Automotive Technology
• Bachelor's degree in Engineering or business-related discipline - this is preferred.

Other Requirements

• Extensive travel can be required - up to 70%
• Candidate that is expected to live within the territory

Ready for the next move?

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company's growth. For this position, the base pay is set at $111,100 - $137,200 annually, and where applicable, bonus eligible.  The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

In addition to a solid package of compensation and benefits, plus you will enjoy:

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today's challenging reality of combining work and personal life easier.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group's leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as "The American Truck You Can Count On," thanks to our durable, reliable and application-driven vehicles that get the job done.

Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people - to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack), you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.