Director, National Accounts & EV Service
Greensboro, NC, US, 27409
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
The Director, National Accounts & EV Service leads service and customer satisfaction efforts that build loyalty to the Mack and Volvo brands. Working closely with National Account fleets and our internal National Account Sales team, this role helps deliver consistent, high-quality service experience for national fleet customers. This role also manages dealer technical support and field support for our electric vehicle customers. This position leads a team responsible for account management, technical support, and customer support activities. The Director provides leadership, operational direction, issue-resolution support, and oversight of corporate initiatives to ensure customer concerns are resolved effectively and satisfaction goals are met.
Key Responsibilities / Accountabilities
- Team Leadership and Talent Development
- Lead, train, direct, and support National Account field service teams.
- Develop a pipeline of qualified candidates for future field service roles.
- Establish expense budgets and manage departmental performance.
- Customer Support and Issue Resolution
- Respond to national account customer concerns and coordinate timely resolution.
- Respond to Electric vehicle concerns and coordinate timely resolution for all customers operating zero emission vehicles.
- Manage customer complaints with a focus on improving first response and final resolution.
- Negotiate effectively to protect company interests while supporting issue resolution, budget management, and customer satisfaction.
- Customer Satisfaction and Market Awareness
- Drive Volvo and Mack customer satisfaction rankings toward best-in-class performance.
- Understand competitor strategies and remain aware of marketplace trends and tactics.
- Monitor product concerns to support accurate reporting and effective solutions.
- Program Execution and Business Partnership
- Ensure corporate programs and initiatives are implemented and followed through by the field service team.
- Partner with the National Fleet Sales group to support increased brand market share.
- Ensure compliance with company policies and standards.
Who are you?
Critical Competencies
- Leadership and People Development
- Ability to inspire others
- Employee development
- Delegation and supervisory skills
- Execution and Accountability
- Self-management
- Ownership and accountability
- Results orientation
- Planning and organization
- Customer, Business, and Technical Expertise
- Customer focus
- Technical and functional expertise
- Networking
- Microsoft Office skills
- Problem Solving and Resource Management
- Problem solving and decision making
- Organizational skills to maximize personnel utilization
- Ability to prioritize time and resources to deliver the greatest value to the company
- Conflict management skills that reduce the negative impact of conflict
- Ability to identify and help correct deficiencies in support, product reliability, and product acceptance
- Negotiation skills
Education, Training, Qualifications, and Certifications
- Bachelor’s degree in Business, Engineering, or a related field.
Preferred Experience and Knowledge
- Minimum of 10 years of transportation industry experience, including a combination of repair, service, sales, marketing, dealer, or field experience.
- Minimum of 10 years of fleet maintenance management experience.
- Experience leading professional and technical employees.
Other Requirements
- Frequent travel required, up to 75%.
Ready for the next move?
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.
Nearest Major Market: Greensboro