Battery Electric Vehicle Service Manager

What you will do

The purpose of this job is to function as the company’s primary field service contact for Mack and Volvo Truck North America Battery Electric Vehicles (BEV’s) operating in US and Canada, with the end goal to become the market leader in this segment. Position requires ownership of end-to-end support for any operational issues or quality issues related to BEV vehicles. Individual will be involved in all activities to support BEV vehicles, including Workshop readiness, Technical Support, Warranty support, Parts procurement and Quality monitoring/reporting. Position will be our primary subject matter expert (SME) on preparing our organization for the commercial requirements needed to support the transition from combustion engines to battery electric and provide recommendations on areas of improvement. This position requires representation of Volvo and Mack and demands a high degree of confidentiality for each brand.

Key Responsibilities and Accountabilities

· Coordinate with region sales teams and implement plans and strategies for achieving Mack and Volvo Trucks NA sales goals and market share growth in the BEV space

· Maximize customer uptime by being the main subject matter expert (SME) for servicing and support of BEV vehicles

· Ensure dealers and customers have the necessary training, tooling, parts, facility needs and electrical infrastructure to ensure success

· Provide Dealer technical support, diagnostic support, warranty support and part support needed to maintain and repair BEV vehicles

· Provide timely product feedback to internal Quality teams by closely monitoring BEV vehicles performance and provide technical feedback on any design or operational issues

· Maintain adequate visitation to customers and dealers operating BEV vehicles

· Ensure the implementation of servicing support programs including service program completion, Vehicle recalls in order to maximize customer uptime.

· Lead the investigations of complex product problems and provide accurate product reports.

· Provide technical support to body builders to ensure proper body and component installations

· Coordinate all activity between sales, parts, and factories to reduce quality concerns and to maintain customer satisfaction.

· Maintain good customer relations with BEV vehicle customers, as well as, support sales organization in soliciting new and additional BEV customers

· Offer guidance and approval of special goodwill expense for product performance

corrections to customer's out-of-warranty product concerns.

· Frequent travel is required

Who are you?

Critical Competencies:

· Excellent oral and written communication skills.

· Ownership/Accountability

· Analytical Skills

· Problem Solving/Decision Making

· Technical/Functional Expertise

· Negotiation Skills

· Leadership

· External Relationships/Networking

Essential Educational and/or Training Qualifications and Certificates:

· Bachelor’s Degree in Engineering or business-related discipline preferred

· 5 years of automotive industry experience, preferably in a service management role

· 2-3 years’ experience in dealership operations or in a position with direct dealer interface

· 5 years of customer service experience preferred

What’s in it for you?

We are pleased to offer a solid package of compensation and benefits.  You will enjoy:    

• Competitive base pay  

• Comprehensive medical, dental and vision insurance  

• Generous PTO  

• Tax deferred retirement plans, varied by business; 401(K) with company match  

• Global organization with expansive career growth opportunities  

• Volvo Group University for professional and personal development  

• Workplace health/wellness and reimbursement programs  

• On-campus fitness center and café  

• Avid approach to Sustainability  

• Culture with a passion for Diversity, Equity, and Inclusion for all  

• We also offer an array of additional benefits and programs that make today’s challenging reality of combining work and personal life easier. We will gladly share this information and more at any time during the interviewing process or as part of your offer letter.  

Ready for the next move?

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.

Our technology sets the standard – our people make the difference all day every day.