District Customer Support Manager
Volvo Construction Equipment - London

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** Position will be located in Eastern Canada


Assist District Directors / Business Managers in developing dealer parts and service business plans and objectives

Work with DBM to develop assigned dealers to support needs of customers (as related to customer support)

Submit parts sales forecast, administer and monitor dealer parts budget, ensuring that dealers maintain adequate inventories

Direct dealer parts and service commercial development / competency levels.

Liaise with District Business Managers on customer support practices and business needs. Continuously review Volvo programs, systems and procedures to ensure that they meet current needs.

  • Accountable to Customer Support Marketing and Sales Director
  • Dotted Line responsibility to District Directors
  • Parts sales, service sales, volume, inventory, customer satisfaction,, usage of available Volvo CE tools, dealer participation (e.g. training, COE, customer support marketing plan / programs etc.)

  • Customer Support commercial growth
  • Direct the establishment of mutually agreed upon objectives for parts and service sales growth (Business plans)
  • Dealer improvement in customer support performance and absorption rate
  • Assess and support dealer parts and service training needs within the APR
  • Optimize parts and service sales potential in APR
  • Drive the Circle of Excellence (COE) program within the dealers
  • Cordinate all Customer Satisfaction Issues (Technical or Business)
  • Establish Business Relationship between Volvo and Dealer
  • Motivate dealer customer support personnel on selling customer support agreements
  • Monitor CSI process and work with the DBM in the closing of open CSI Hot sheets and improving overall customer support performance
  • Coordinate the process of product problem identification and resolution between the dealer and Technical Support Group and BL/BAs
  • Warranty / policy administration, recommendation and resolution

  • Two-year college degree (or equivalent) in a relevant field required; four-year college degree in relevant field preferred
  • Extensive industry experience and knowledge may be considered in lieu of degree requirements in exceptional circumstances
  • Minimum of five years relevant product experience in same or related industry required

  • Leadership and collaborative skills
  • Industry & VCE competence in customer support practices
  • Business mindset; results driven
  • Computer literate
  • Excellent verbal and written communication skills
  • VCE systems and procedures
  • Commercial Knowledge
  • Ability to make decisions in a timely and consistent way
  • Integrity
  • Must speak fluent French

Work Environment
  • Able to perform duties effectively in a fast paced environment whether working autonomously or under direction
  • Up to 80% of time dedicated to travel
  • Prolonged sitting required due to travel

Volvo Group North America is an Equal Opportunity Employer


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Drivers looking for the iconic boxy station wagon beware; these VolvosĀ don't haulĀ families. Volvo Construction Equipment North America...