Founded in 1900, Mack Trucks, recognized around the world as “The American Truck You Can Count On”, builds durable and reliable, application-driven vehicles that get the job done. An iconic brand, Mack embodies the American spirit: pioneering, hard-working, authentic and ambitious. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.
District Service Manager
The purpose of this job is to provide direction to assigned dealers, ensuring effective and profitable service operations as well as monitoring end customer satisfaction. Act as a business consultant to assist in process improvement and customer support for both regional customers and dealer network. This position requires representation of the Volvo and Mack brands and demands a high degree of financial confidentiality. This is a home office position, the location is flexible. The person can be from Winnipeg, Manitoba or Regina, Saskatchewan.
Work with the assigned dealer’s management group and principals to ensure effective service operations are provided to customers and provide recommendations of areas to improve and monitor progress.
Maintain an adequate dealer visitation and review schedule
Ensure the implementation of servicing support programs including service contracts, purchased coverage, preventative maintenance, leasing programs etc.
Promote the training and usage of appointed programs such as MVAsist and remote diagnosis to improve the overall customer experience
Monitor and make recommendations to dealers to exceed CSI index for the service experience
Assist dealer in minimizing customer dwell time by improving dealer processes within the customer service area.
Utilize compiled service data and soft products to add value and improve customer profitability
Ensure Dealer maintains or exceeds minimum Dealer Operating Standards (DOS)
Assist the Dealer Development Group by providing accurate DOS reports.
Document Activities and Actions using control towers in order to track progress.
Work with the dealer operations team in searching out and reviewing service locations whenever necessary.
Extensive travel is required
Ownership/Accountability: Taking the lead in getting the job done and accepting responsibility for personal actions, costs and results.
Analytical Skills: Recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action.
Problem Solving/Decision Making: Taking a well-ordered approach to solving problems and acting despite obstacles or resistance.
Negotiation Skills: Influencing others to get their agreement on terms for the purchase or exchange of goods and services.
Leadership: Setting and modeling high performance standards and empowering a team of people to achieve agreed-upon outcomes.
External Relationships/Networking: Establishing a presence for the organization with outside interest groups, cultivating relationships with dealers and other stakeholders, and gaining support for organizational goals
Minimum Education and Experience:
5 years of automotive industry experience, preferably in a service management role
One year experience in dealership operations or in a position with direct dealer interface
Two years of customer service experience
Degree in Business Management an asset but not essential
Volvo Group | Mack Trucks Canada, offers, international career paths, possibilities to work internationally, strong management team, compensation packages that are over the market, flexible benefit plans and a retirement savings plan.
Volvo Group | Mack Trucks Canada is committed to workplace diversity and inclusion and provides accommodations to applicants with disabilities throughout its hiring process.