District Service Manager

1 week ago

Winnipeg, Canada Volvo Group Full time

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 Canadian Region based in Manitoba or Saskatchewan**. This role will be responsible to provide technical direction and guidance for assigned dealers 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 are 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 dealers 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 standards to the level of Master Tech for both Brands.

**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, and 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

**Who are you?**
- You have an Associate Degree in Diesel/Automotive Technology
- You hold a bachelor’s degree in Engineering or a business-related discipline - this is preferred.
- 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 a 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.

**Other Requirements**
- Extensive travel can be required - up to 70%

Schedule:

- Day shift

Work Location: In person

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