National Fleet Service Manager
Wacol, QLD, AU, 4076
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
Primary Purpose
The National Fleet Services Manager is responsible for leading Volvo's aftersales relationship and overall service market growth across National Fleet customers. Reporting to the Vice President, Service Market, and contributing as a member of the Service Market Leadership Team, the role acts as Volvo's senior aftersales relationship lead for National Fleet customers, leading the customer relationship plan and integrated service market solution to ensure this strategically important customer segment experiences a proactive, coordinated and strongly customer-focused support model that reflects Volvo's customer obsession and strengthens uptime confidence, retention and lifecycle value.
The role brings deep customer, technical and service market insight into Service Market priorities, translates National Fleet customer needs into coordinated action across specialist functions, and aligns the contributions of Parts, Service Solutions, Quality and other relevant stakeholders to deliver customer-relevant aftersales outcomes. In doing so, the role supports stronger service market penetration, customer retention, lifecycle profitability and future truck sales outcomes within the National Fleet customer segment.
Key Responsibilities
National Fleet Customer Relationship and Service Market Growth
• Lead Volvo's aftersales relationship with National Fleet customers, acting as the senior customer-facing lead for the segment across the post-sale lifecycle.
• Drive service market growth across National Fleet accounts by strengthening customer retention, service contract penetration, parts growth, connected services uptake and broader lifecycle value outcomes.
• Develop trusted relationships with key customer stakeholders to strengthen understanding of fleet operating requirements, commercial priorities, support expectations and emerging risks.
Integrated Customer Solution and Cross-Functional Alignment
• Lead the customer relationship plan and integrated service market solution for National Fleet customers, ensuring specialist workstreams are aligned to agreed customer priorities and commercial opportunities.
• Coordinate and align contributions across Parts, Service Solutions, Quality, Customer Support and other relevant stakeholders to deliver a proactive and connected customer experience.
• Influence outcomes through strong matrix leadership, governance discipline, escalation and relationship management rather than direct operational ownership of specialist teams.
Customer Voice, Escalation and Offer Development Input
• Represent the voice of National Fleet customers within Service Market leadership forums, bringing customer insight, segment priorities, pain points and emerging risks into functional planning and decision-making.
• Translate customer needs, fleet operating requirements and support issues into actionable input for specialist functions to improve offer fit, support models and customer responsiveness.
• Lead major aftersales escalations for National Fleet customers, ensuring issues are visible, prioritised and progressed through the appropriate functional owners in a way that protects customer confidence and relationship value.
Segment Performance, Governance and Continuous Improvement
• Monitor service market performance across the National Fleet segment, using customer, commercial and operational insight to identify growth opportunities, performance gaps and delivery risks.
• Support disciplined governance and follow-through across major customer actions, ensuring commitments are coordinated, visible and progressed to completion.
Who are you?
Educational Qualifications
• Tertiary qualifications in Business, Commerce, Marketing, Supply Chain or a related discipline are preferred, or equivalent relevant industry experience.
Business Experience & Attributes
• Significant experience in aftersales, service market, fleet, account management, technical-commercial or customer leadership roles within the heavy vehicle, automotive, transport or related sectors.
• Deep understanding of heavy vehicle service market and aftersales environments, including service solutions, maintenance, uptime, parts, quality-related support and lifecycle value drivers.
• Demonstrated ability to build trusted relationships with major fleet customers and operate credibly with senior customer stakeholders in complex commercial environments.
• Strong commercial acumen, including the ability to connect customer needs, aftersales offer development, retention and lifecycle profitability outcomes.
• Strong technical and service market credibility, with the judgement to engage customers confidently on aftersales matters while working effectively across specialist internal functions.
• Demonstrated success influencing outcomes across highly matrixed organisational environments without direct operational ownership.
• Experience translating customer insight into coordinated cross-functional action, escalation management and improved customer outcomes.
• Strong understanding of the Australian heavy vehicle market, National Fleet customer requirements and the role of aftersales in supporting uptime, retention and future sales success.
• Highly developed stakeholder management, communication and influencing capability.
• Experience operating within global, matrixed and governed environments is highly regarded.
What’s in it for you?
We offer a solid package of compensation and benefits, plus:
Work in a supportive team, where new ideas and change are embraced and encouraged.
Work with iconic brands and be part of a reputation that has been earned over a century.
Join an organisation that supports internal career growth through training, role changes, and global mobility options.
Benefits for applicable staff including access to Sonder (Wellbeing & Safety Partner) for employees and family members, education assistance, Service Awards, income protection, private health insurance, personal computer loans, option to purchase additional leave, additional superannuation and generous paid parental leave provisions.
A strong commitment to safety and your health and wellbeing.
A commitment to equal opportunity and equal outcome.
Ready for the next move?
If you are curious to explore how we put our words into actions, follow us on LinkedIn and volvogroup.com.
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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.
At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.