Director, National Accounts & EV Service

About the Role

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. The Director, National Accounts & EV Service leads service and customer satisfaction efforts that build loyalty to the Mack and Volvo brands. Working closely with National Account fleets and our internal National Account Sales team, this role helps deliver consistent, high-quality service experience for national fleet customers. This role also manages dealer technical support and field support for our electric vehicle customers.

This position leads a team responsible for account management, technical support, and customer support activities. The Director provides leadership, operational direction, issue-resolution support, and oversight of corporate initiatives to ensure customer concerns are resolved effectively and satisfaction goals are met.

Responsibilities

• Lead, train, direct, and support National Account field service teams.
• Develop a pipeline of qualified candidates for future field service roles.
• Establish expense budgets and manage departmental performance.
• Respond to national account customer concerns and coordinate timely resolution.
• Respond to electric vehicle concerns and coordinate timely resolution for all customers operating zero emission vehicles.
• Manage customer complaints with a focus on improving first response and final resolution.
• Negotiate effectively to protect company interests while supporting issue resolution, budget management, and customer satisfaction.
• Drive Volvo and Mack customer satisfaction rankings toward best-in-class performance.
• Understand competitor strategies and remain aware of marketplace trends and tactics.
• Monitor product concerns to support accurate reporting and effective solutions.
• Ensure corporate programs and initiatives are implemented and followed through by the field service team.
• Partner with the National Fleet Sales group to support increased brand market share.
• Ensure compliance with company policies and standards.

Requirements

Critical Competencies

• Leadership and People Development: Ability to inspire others, employee development, delegation and supervisory skills.
• Execution and Accountability: Self-management, ownership and accountability, results orientation, planning and organization.
• Customer, Business, and Technical Expertise: Customer focus, technical and functional expertise, networking, Microsoft Office skills.
• Problem Solving and Resource Management: Problem solving and decision making, organizational skills to maximize personnel utilization, ability to prioritize time and resources to deliver the greatest value to the company, conflict management skills that reduce the negative impact of conflict, ability to identify and help correct deficiencies in support, product reliability, and product acceptance, negotiation skills.

Education and Experience

• Bachelor’s degree in Business, Engineering, or a related field.
• Minimum of 10 years of transportation industry experience, including a combination of repair, service, sales, marketing, dealer, or field experience.
• Minimum of 10 years of fleet maintenance management experience.
• Experience leading professional and technical employees.

Frequent travel required, up to 75%.

Pay

The base pay for this position is set at $159,900 - $197,500 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

Benefits

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.