Customer Support Manager
2 weeks ago
We are seeking a highly skilled and experienced Customer Support Manager to lead and support our Regional Technical Managers (RTMs). In this role, you will ensure emerging product-related issues are addressed promptly for enhanced customer satisfaction across our truck brands—Mack, Volvo, and UD.
Key Responsibilities- Lead and prioritize dealer product quality issues and coordinate containment actions with stakeholders.
- Detect, investigate, and resolve emerging product quality issues during and after the warranty period.
- Manage and approve Australian Service Tips (ASTs) and technical goodwill decisions.
- Oversee the end-to-end campaign process, including safety recall campaigns.
- Provide technical support and service information to the dealer network and field personnel.
- Ensure compliance with Environmental, Quality Assurance, and Workplace Health and Safety standards.
- Develop and mentor staff, fostering a culture of continuous improvement and engagement.
To be successful in this role, you will bring your skills and experience in the transport industry, a customer service focus, be process-driven, and a natural problem solver. You'll have adept stakeholder management and commercial acumen. You'll take the lead in mentoring and developing your team, driving performance, and executing key initiatives.
What We Offer- Working within a global organization, with a focus on sustainability.
- Flexible working arrangements.
- Industry-leading parental leave and support.
- Additional super when choosing the Volvo default fund.
- Access to our wellbeing EAP, Sonder for you and your family.
- Free parking, including electric chargers.
- On-site cafe.
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