Regional After Sales Manager

ABOUT VOLGREN:

Volgren was established in 1977 and is Australia's largest and most successful bus body builder. We operate three manufacturing facilities located in Queensland, Victoria and Western Australia, along with Aftersales facilities across five states — Victoria, Queensland, Western Australia, New South Wales and our newly opened facility in South Australia.

Volgren builds bus bodies for the world's leading chassis manufacturer's including Volvo, Scania, Mercedes, MAN and most recently we delivered Queensland's first 'E' bus on a BYD chassis.

Our uncompromising manufacturing standards, class leading technology and our unmatched after sales service ensure our customers can trust in our product.

Our focus is to provide great working and learning opportunities to passionate people who are ready to walk with us towards growth, progress and transformation. We are a bunch of people who really love what we do, champion ideas and innovation, get around each other and strive for quality.

Our focus is to provide a safe working environment with multiple opportunities for passionate and enthusiastic people who want to improve and hone their skills whilst learning about the manufacture of the transport of future - Electric Vehicles.

Our values include:

• Respect and Appreciation of People
• Making it Happen with Excellence
• Customer Satisfaction
• Ethics and Integrity
• Sustainability
• Teamwork

BENEFITS:

• The opportunity to build on your current skills and open further doors in the manufacturing industry.
• Continue to be a part of a growth orientated global organisation.
• Local and international career opportunities with Volgren Australia and Marcopolo
• Contribute to the local content supported by the government
• Ability to work within a close team environment
• Opportunity to travel interstate
• Be part of the National Incentive Program
• 24/7 Free access to our Employee Assistance Program (EAP)
• Free onsite parking available

ABOUT THE ROLE:

Our new facility in Pennington is looking for a driven and passionate person to join our After-Sales department as a Regional After Sales Manager for our South Australia site.

This person will be a liaison between the Aftersales team and the National After Sales and Customer Relations Manager and also a primary contact with our South Australia customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Actively manage and support all service-related activities, including warranty, spare parts, repairs, and service sales, nationally.
• Develop and implement strategies to generate sales opportunities, customer satisfaction and Volgren's products reliability through supply of spare parts, services, and warranty work.
• Report weekly and monthly to Senior Management, including department KPIs, financial targets and actions plans.
• Be the official communication channel between the customers and Volgren about warranty faults and product improvements.
• Run internal and external meetings, committees, and seminars, seeking product improvement and customer satisfaction.
• Manage warranty faults, working internally on root-cause solutions and actively communicating with the other responsible department within Volgren.
• Support the sales department with customer requirements, retail and warranty related.
• Motivating, coaching, and managing the after sales team to meet performance objectives, sales targets, and customer satisfaction.
• Act as an escalation point and manage client and partner relationships.

COMPETENCIES:

• High level skills and successful track record in solution based selling, and coaching others on this approach.
• The ability to create and implement strategies and reports, generate new business, and form long-term relationships.
• The ability to diffuse and resolve escalations with customers without harming the business relationships.
• Work well in high-pressure situations. Exceptional prioritisation and time management skills are essential for success.
• Be strategic, proactive and an advocate for your customers and your team.
• Analytical thinking, hands-on problem solving, and a customer-service mindset.
• Ability to travel domestically and occasionally internationally.

QUALIFICATIONS/EXPERIENCE:

• 3 years' prior leadership experience in a service-focused industry. Automotive expertise is preferred.
• Educational experience: Diploma, degree or equivalent professional experience is a plus.
• Understanding of parts, service, and repairs operations.
• Strong customer focused experience.
• Experience within a service team.
• Strong communication skills in all forms – written, oral, email, presentation.
• Familiarity with CRM systems and Microsoft Office products is an advantage.

This position also requires the applicant to undertake a pre-employment medical which includes a drug and alcohol analysis, musculoskeletal evaluation and hearing test

Applicants must have the right to work and live in Australia.

Our Diversity and Inclusion Commitment:

Volgren is an equal opportunity employer and is committed to attracting and developing an inclusive and diverse workforce that reflects the community we serve.

As an Inclusive employer we welcome applicants from diverse backgrounds such as Aboriginal and Torres Strait Islander people from Indigenous Business Sectors, people of all genders including those who identify as LGBTQIA, people with a disability and from disability enterprises, people from Sustainable Regions, Disadvantaged Sectors and Social Enterprises and people from culturally and linguistically diverse backgrounds.

We are committed to treating every application objectively, follow a coherent screening and interview process and we hire based on attitude, skill and merit.

**PLEASE NOTE: Due to a high volume of applicants, only short listed candidates will be contacted.*