Fleet Customer Support Manager - Joint Base Lewis-McChord, United States - Stellantis

Description

Calex is a specialist training and consultancy organisation contracted to several market-leading automotive manufacturers. We have seen tremendous growth in our business in recent years and with that comes the opportunity to increase our workforce, so we are seeking to recruit a Fleet Customer Support Manager working within the Stellantis Brand

Primary purpose of position

Responsibility for managing the Special Vehicles national fleet customer relationships for a defined territory within the UK, including.

Challenges

This is a new role, which recognises the importance of delivering excellence to the most high-profile customers that Stellantis do business with. This reflects the company's desire for a Stellantis Fleet Aftersales and an aligning of support and provision of available support to be consistent in the delivery support. Therefore, tact and diplomacy, coupled with an intolerance of the status quo, and a zeal for customer delight, will be essential to success. This role will work closely with the Stellantis Specialist Vehicle Operations team to achieve mutual success in both Sales and Aftersales. As the voice of a particularly important group of customers, the incumbent must be able to influence and command respect from a wide variety of colleagues in other Departments, to bring coordination to what today is a disparate provision.

The role is to support the Specialist Customers regardless of brand and to provide a filter to ensure consistent support at a customer level not by any specific brand.

Access and knowledge of all Stellantis systems regardless of heritage and the ability to manage customer issue regardless of brand of system involved is paramount to managing the customer's issue.

Drivers of Success

It is vital to note the importance and highly visible nature of customers who take vehicles via Specialist Vehicles (Emergency Services & Royal Mail in particular). These customers operate their own workshops, as well as using the Stellantis dealer networks, and therefore for these reasons it is critical that we support these customer groups in a unique and focused manner.

The individual will be dynamic and well organised with the ability to manage their time effectively through structured customer visits; they will possess excellent interpersonal skills. The individual should be customer focused and well versed in building effective and mutually beneficial business relationships, whilst influencing people at all levels of the organisation.

There is a need to understand the complexities and demands of the Special Vehicle National Fleet market to conduct their job role effectively.

They will have a high level of technical knowledge of Stellantis product, including converted vehicles, enabling them to counsel and guide the Specialist Fleet customer 's effectively.

In addition, the Special Vehicles FCSM needs to have a high level of commercial experience and awareness to fully understand the needs of Specialist Fleet Customers and thereby resolve aftersales challenges quickly and efficiently, protecting Stellantis revenue and profit streams.

The Special Vehicles FCSM has the autonomy to direct third party organisations (customer care / assistance provider) on the management resolution of customer matters to support the strategic Stellantis relationship of Specialist Fleet customers.

As well as resolutions of customer risk issues, the Special Vehicles FCSM is responsible for ensuring the root cause of such issues are identified and addressed to avoid further instances which may affect customers and thereby Stellantis business success.

The role is technical and commercial as well as strategic and developmental by nature, so knowledge of all appropriate Stellantis systems is a necessity.

Job Deliverables:

Provide an acceptable service level from the team in terms of response time, customer outcome and customer satisfaction, across a wide (and growing) range of Fleet customers.

Design and implement the routines, rhythms, and responsibilities, which will facilitate a structured, consistent, and robust customer management regardless of brand or geography.

Collaborate and consult with the Stellantis parts team to have robust processes to manage both back ordered parts, and proactively create solutions to minimise future issues (such as impressed stock). In addition, they need to work with parts colleagues to effectively communicate parts commercial offers, as well as explore growth opportunities with parts with the Specialist Customers.

In conjunction with the Stellantis SVO Aftersales & Training Manager, ensure that Specialist Customers have the right tooling and training to effectively work on our vehicles.

Produce technical bulletins on a regular basis (minimum of twice a year) to proactively provide information to the Specialist Customers. In addition, there is a requirement to provide quarterly technical meetings to emergency services.

Encourage and help facilitate relationships between customer workshops and their local Stellantis dealers.

Provide feedback actions to reduce fire-fighting mode, flag patterns of non-compliance, make strong and credible recommendations and feedback via designated reporting route.

Necessary actions to achieve deliverables:

The individual needs to develop and evolve relationships with Specialist Fleet customers in their defined geographical area, to enable them to influence customers using knowledge and experience using a sound fiscal and commercial understanding for the mutual benefit Stellantis and the customer.

Develop effective working relationship with Stellantis parts, warranty & technical contacts to protect Stellantis relationships with strategic customers.

The successful candidate will be a strong communicator, confident in delivering presentations to groups. They will also have a high level of computer literacy with experience of using Microsoft Office applications and possess strong numeracy and negotiation skills.

Knowledge, Skills and Desirables:

Salary and Benefits

Up to £50,000 dependent on experience, Company Car, Mobile Phone, 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice).

This role is a home-based working model whereby colleagues will be working as part of a field team. Flexibility is expected and you will be required to visit various locations.

Working Hours 5pm Monday to Thursday, Friday – 4pm

General information

Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated references, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.

The successful candidate will be employed by Calex UK (

The successful candidate will be required to provide proof of the right to work in the UK.