Sr. Uptime Process Development Manager

Location:

Greensboro, NC, US, 27409

Position Type: Professional

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

Purpose/Description :

This position will be the overall lead for ensuring our dealer service process strategy meets our customer needs and driving the goal of achieving 99% of vehicle uptime. This will be achieved by leading the development of process changes to continuously drive improvement to our standard dealer service process and any new services or tools that impact the process. In addition, this position will drive direction to the Uptime Managers and District Service Managers, by driving changes to the dealer process standards and overall performance metrics that drive dealer accountability.

Core Responsibilities :

· Manage the overall Dealer Service Process strategy across the Volvo Group in NA.

· Support the new Services onboarding process to ensure that new services align with the dealer service process

· Develop and incorporate changes in the process to best support Uptime for customers while driving news Services and tools to market

· Drive innovation and thought leadership on how to evolve the customer experience to Dealers, internal Field staff and Volvo endorsed partners, centred around process improvement kaizens.

· Lead the creation and implementation of key KPIs that ensures dealers are maintaining compliance of the service process standards

· Conduct process and system training onsite at dealers when necessary

· Drive process improvement and or new standards that align with CX feedback from dealer and Customer. Align with Service CX and each brand CXs teams to make this connection.

· Maintain the Service Operations manual with updated process steps to support standardization across the network.

· Lead a process to maintain and share dealer best practices that drives efficiencies.

· Work closely with the Service Contracts team to enhance the dealer process by providing the identified process gaps where new systems or tools could drive improvement.

· Direct content and feedback to for training curriculum to best support the Dealer roles (through the Academies)

· Develop, maintain and implement SalesForce as the connected system between Uptime Development and our Dealers

Who are you?

Critical Competencies:

· Customer Focus: Understanding and meeting the needs of customers and addressing the interests and concerns of all organization stakeholders.

· Cross-functional Collaboration: Skilled in working across departments to align operational goals with broader business objectives.

· Systems and Infrastructure Knowledge: Deep understanding of the technical aspects of products and services, including systems architecture, to troubleshoot and resolve customer issues that could impact uptime.

· Planning & Organization: Display the ability to utilize process management concepts in strategic planning situations. Able to combine future goals and objective with the available resources, data, and action plans in a logical manner.

· Leadership: Setting and modelling high performance standards and empowering a team of people to achieve agreed-upon outcomes.

· Change Management: Proficiency in leading organizational change initiatives, particularly in adopting new technologies and processes.

· Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively

· Continuous Improvement: Focus on optimizing customer support processes through continuous improvement methodologies (e.g., Lean, Six Sigma) to reduce the time-to-resolution and minimize customer disruptions.

· Process Optimization: Expertise in process improvement methodologies like Lean, Six Sigma, or Agile to enhance operational efficiency.

· Strategic Thinking: Ability to develop and implement long-term strategies for operational efficiency and uptime maximization

Skills & Knowledge:

· Strong organizational skills with the ability to maintain the fast paced, demanding environment.

· Ability to delegate and maintain a cross-functional team atmosphere

· Dealer financial knowledge related to fixed operations

· Demonstrated computer skills

· Proficient in communication both written and verbal

· Customer loyalty, understanding customer needs with development of a dedicated team to focus on precise responses with positive attitudes.

· Highly skilled in prioritizing multiple task

Minimum Education and Experience :

· Bachelor of Science in Business Administration.

· 10+ years progressive experience in the heavy duty trucking industry relating to charge processing for fleet customer transactions.

· Strong experience in Aftermarket commercial marketing and support management.

· Proficiency in dealer service process and business systems

· Expert knowledge of parts distribution channels and OEM dealer structures

· Experience in automotive, truck or transportation industry

What’s in it for you?

*We are pleased to offer a solid package of compensation and benefits.  You will enjoy:  *

• Competitive base pay

• Comprehensive medical, dental and vision insurance

• Generous PTO

• Tax deferred retirement plans, varied by business; 401(K) with company match

• Global organization with expansive career growth opportunities

• Volvo Group University for professional and personal development

• Workplace health/wellness and reimbursement programs

• On-campus fitness center and café

• Avid approach to Sustainability

• Culture with a passion for Diversity, Equity, and Inclusion for all

• We also offer an array of additional benefits and programs that make today’s challenging reality of combining work and personal life easier. We will gladly share this information and more at any time during the interviewing process or as part of your offer letter.

Ready for the next move?

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Applying to this job offers you the opportunity to join Volvo Group . Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done.

Volvo Trucks , founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack) , you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.

Job Category: Sales & Services

Organization: Mack Trucks & Volvo Trucks

Travel Required: Occasional Travel

Requisition ID: 18100

View All Jobs (https://jobs.volvogroup.com/?locale=en_US)

Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.

Nearest Major Market: Greensboro