The position will support the Vice President of Product Support and will engage with all service departments to ensure policy’s & procedures are being implemented and upheld while monitoring KPI’s for overall efficiencies and productivity within the VCES service operations. The individual will Champion a “Safety First”, “Customer Focused” and a continuous improvement culture. The position will maintain good internal relationships and act as a liaison between departments as well as assist in the strategies and tactics to improve service and client relationships.
Main Tasks/ Responsibilities:
Work safely at all times. Adhere to all VCES applicable safety policies. Comply with all company policies, procedures, standards, and values.
Ensure that departmental goals align with organizational goals and help teams drive strategic partnerships and new initiatives.
Maintain good working relationships and open lines of communication between service employees, customers, other departments, and senior management.
Develop, communicate, and manage execution of product support business strategies in coordination with the regional managers, sales department and executive management.
Conduct training, support, and coach the Customer Support Team to maximize their potential
Report problems and unresolved issues to managers
Review and establish uniform policies and procedures within the organization to bring consistency to processes.
Manage the internal and external training activities and calendar for both the parts and service departments.
Management of and budgeting of tooling and capital equipment required in the parts and service departments.
Gather, analyse and report on competitive and business developments.
Participate, in conjunction with the corporate financial department, with parts inventory
Create and manage the Revenue, SG&A budget as well as the annual business plan for the VCES-CA Product Support organization.
REQUIRED KNOWLEDGE & EXPERIENCE
Understand the customer's business and needs
Ability to build and maintain dealer and customer relationships
Understand overall dealer operations
Represent VCES-CA values and vision
Ability to understand the VCES-CA total product offering
Understand supporting all represented manufacturer’s tools and systems
The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
Volvo Construction Equipment is a global company driven by passion, curiosity and by our purpose: to build the world we want to live in. We believe that only through imagination and teamwork can we develop a world that is cleaner, smarter and more connected. Our company culture reflects this belief through the care and trust it places in our customers, employees and suppliers. People are at the heart of our business. It is through our strong network of talented, enquiring and innovative minds that we have been able to pave the way towards a more sustainable future. The global construction industry is our arena and our employees are our greatest assets.
We can only continue to stand out as industry leaders through the people driving us forwards. Come be a part of our team and help us build tomorrow.
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