CUSTOMER SERVICE MANAGER
Chicago, IL, United States
We noticed that you are using a browser that is no longer supported by our system, to enjoy the full Volvo experience consider changing browser x **Position Summary**
**Responsibilities**
* The Customer Service Manager provides advice and assistance to internal/external customers to ensure satisfaction regarding vehicle performance
* Develop and maintain strong relationships across all levels within the customer organization
* Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing reports and evaluating failure data
* Oversee activities of Service Technicians including troubleshooting, parts order, and part replacement
* Investigate root cause and develop countermeasures for repeat failures
* Analyze Mean Distance Between Failure data and issue reliability reports for the customer
* Support with fleet wide campaign activities
* Visit customer and company garages regularly to work with local teams and ensure technical resources required for field repairs are available
* Find viable commercial and technical solutions to ensure client satisfaction
* Act as liaison with Nova Bus internal teams to resolve customer issues
* Be on-call during weekends and evenings
* Safeguard organizational and personal information confidentially
* Respect and enforce the policies, rules and values of the company
* Foster teamwork and improved communication
* Develop personal and professional skills
**Education and experience:**
* 5 to 10 years of hands on and technical experience in the automotive industry
* Preferably a Bachelors degree in diesel technology, electrical technology, mechanical or electromechanical engineering, or other relevant professional experience
**Knowledge and Skills:**
* Successful team member with excellent interpersonal skills and ability to communicate globally across all levels of the organization, and with customers and other stakeholders
* Excellent analytical skills, strong customer focus and a positive attitude are key requirements.
* Independent and strong work ethic
* Confident and effective decision-maker
* Proven presentation skills
* Strong facilitation and conflict resolution skills
* Advanced knowledge of the Microsoft Office suite, specifically PowerPoint and Excel Bilingual, is not required but an asset
**Travel**
* Frequent travel up to 75% to local customer and company facilities within the North Midwest territory
* Occasional travel to suppliers and factory
**Interview**
If selected for an interview, you will be contacted with information about when and who you are meeting and if you need to prepare anything. Usually there is 1-3 rounds of interviews in our hiring process. The interviews can be by phone, online video or on-site. Further steps can include technical tests, assessment tests and references.
**Selection**
If we are a match you will receive an offer for employment. If you are not selected for the job you will get notified as soon as possible. You can choose for us to keep your resume in our database and activate a search agent that will look for other jobs that match your profile.
**Onboarding**
When you begin your employment, you will receive an onboarding to help you quickly become part of the team and start working with your tasks in the best possible way. Welcome onboard!
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