Fleet Aftersales Manager
Our family-owned and operated business is driven by our 4 Es of Doing Business - Effective, Efficient, Equity and Expansion. We look for exceptional candidates who embrace our values to join our team. If you possess a strong work ethic and an appetite to increase your experience, skill set, and knowledge as a Fleet Aftersales Manager with an established organization, you could be the right fit for Rihm Family Companies. Please apply today.
BENEFITS WE OFFER:
- VERY COMPETETIVE PAY!
- Generous Personal Time Off Plan (PTO)+ Holidays
- Medical, Dental, Prescription & Vision Coverage
- Health Savings Account (HSA) with Employer Contribution
- Flexible Spending Account (FSA)
- 401(k) Savings Plan+ Employer Match
- Employer Paid Basic Term Life and AD&D Coverage
- Employer Paid Long Term Disability Insurance
- Short Term Disability Available with Employer Contribution
- Supplemental Insurance Available (Accident, Critical Illness, Hospital Indemnity)
- Company Paid Training Employee Assistance Program
- Company Discounts
Position Summary:
The Fleet Aftersales Manager is responsible for ensuring that all departments at Rihm Kenworth provide the highest quality support and service to fleet customers after the sale of new trucks. This role involves working closely with Rihm fleets, acting as liaison between them and various Rihm departments including Truck Sales, Parts, Service, Leasing, and Accounting, as well as other Kenworth dealer members' fleet customers which are part of the Kenworth Concierge Program. The Fleet Aftersales Manager will attend enterprise meetings and provide national fleet assistance by leveraging dealer network contacts.
Essential Position Functions & Responsibilities:
Primary Liaison Role:
- Serve as the primary liaison between fleet customers and Rihm Kenworth departments to ensure seamless aftersales support.
Coordination with OEM Representatives:
- Coordinate with OEM representatives to expedite parts and repairs as needed, ensuring quick and efficient service delivery.
Customer Support:
- Support fleet customers within and outside the dedicated Kenworth Concierge group by leveraging dealer network contacts.
- Address and manage support requests from Parts, Service, Truck Sales, and Leasing departments.
Training & Demonstration:
- Demonstrate and train customers on programs and service tools to enhance their understanding and usage of available resources.
Customer Representation:
- Represent Rihm Kenworth effectively during on-site customer visits, meetings, and industry events to maintain strong relationships and promote the brand
Expert Knowledge Provision:
- Provide expert knowledge on Kenworth Remote Diagnostics (TruckTech+) & DECISIVand offer education and support to Rihm team members and customers.
Subscription Management:
- Engage proactively with customers to sell and renew TruckTech+ subscriptions, ensuring continuous service engagement.
Monitoring & Recommendation:
- Monitor the TruckTech+ map and dashboard for units in the Area of Responsibility (A.O.R) requiring service and contact fleets to recommend service locations or mobile trucks.
Enterprise Meeting Participation:
- Participate in enterprise meetings and contribute to strategic discussions regarding fleet aftersales support, ensuring alignment with organizational goals.
Customer Relationship Management:
- Build and maintain strong relationships with fleet customers to understand their needs and provide tailored service solutions.
- Conduct regular meetings with key accounts to review performance and address any issues or concerns.
Service Promotion:
- Collaborate with the marketing team to develop promotional materials and campaigns to drive service & parts sales.
- Organize and participate in industry events, trade shows, and customer seminars to promote service offerings.
Collaboration with the Service Department:
- Work closely with the Service Department to ensure seamless delivery of services to fleet customers.
- Communicate customer feedback and service issues to the service team to facilitate continuous improvement.
Customer Satisfaction:
- Ensure elevated levels of customer satisfaction by addressing customer complaints and resolving issues promptly.
- Implement customer feedback mechanisms to continuously improve service quality.
Travel:
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Ability to travel away from the office approximately 25% of the time to meet with customers and attend industry events.
Attributes & Characteristics:
- High ethical standards and trustworthiness with protected information.
- Creative and independent problem solver.
- Effective communication and interpersonal skills (written and verbal).
- Strategic and analytical thinker with a proactive approach to problem-solving.
Skills:
- Advanced PC skills and proficiency in basic business and Microsoft software applications.
- Knowledge of enterprise (CDK) software.
- Knowledge of fleet management systems i.e., Decisiv and TruckTech+
- Effective organization and time management skills.
- Ability to analyze complex processes and data and translate them into effective and efficient solutions.
Position Expectations:
- Clearly communicate the value proposition of the company's products and services to fleet customers.
- Leverage relationships with Kenworth, PACCAR Parts, and PACCAR field service support to enhance the customer experience and influence favorable outcomes for our customers.
- Patience and persistence to see tasks through to completion.
- Excellent organization and communication skills, including group presentations.
- Strong business ethics with a professional approach always.