Uptime Operations Support Lead

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.
Our technology sets the standard – our people make the difference all day every day.

Mission/Purpose of the Job
The Operational Support Lead will report directly to the Manager, Uptime Support and will function as the lead for the EMS Coordinators I and II within the applicable Team; acting as the Leader in the absence of the Manager. This role is responsible for all escalations, accounting and payment requirements, communicating visual management updates to staff, weekend coverage, and monitor staffing needs and maintain exceptional quality and audit results on a personal level. The lead has direct reporting relationships with each Coordinator within their team and will be responsible for the quality and efficiency of the team’s service coordination, client level contact, staff training, case management quality and resolution of all other miscellaneous customer service issues.
Key Responsibilities/Accountabilities
  • Manage the day to day activities of team which include case/call volumes, communicating daily updates and proper utilization of staff during each shift.
  • Identify strategic improvements to gain realized efficiencies impacting the customer experience.
  • Responsible for developing and maintaining relationships with appropriate individuals or groups to ensure success in daily activities.
  • Responsible to train and on-board new employees as needed.
  • Lead efficiency by ensuring promises made to callers and internal administration personnel are fulfilled, ultimately to the satisfaction of the inquiring customers.
  • Utilize statistical analysis to identify business trends which impact staffing and act real time to ensure 24/7 coverage to our customers.
  • Resolve and negotiate all escalated issues stemming from consumers, customers, dealers and field support,
  • Secure that the team handles customer interactions according to the available working procedures and processes.
  • Manage performance and development with the guidance and support of the Manager Uptime Support Operations for all members of their Team.
  • Maintain schedules and monitor vacation usage of the Team to assure adequate coverage.
  • Coach the day-to-day activities of the team, as it relates to phone etiquette, basic customer service techniques, team work, etc. in a consultative manner.
  • Provide ideas and support and on-going training and guidance to service Coordinators within the team, drawing upon hands-on experience in Customer Service, customer profiles and Industry relations.
  • Identify training gaps based off of escalated cases, customer complaints and quality reporting to highlighted required areas for improvement.
  • Participate in integration testing, user acceptance and functionality testing as needed.
  • Document issues and opportunities to the Program manager that lead to process improvements and realized efficiencies for the Team and the customer base.
  • Will be the team liaison on escalated complaint issues emanating from clients or their respective customers and fleet managers.
  • Understand and promote the visual management practices to drive continuous improvements.
Critical Competencies
  • Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively.
  • Customer Focus: Understanding and meeting the needs of customers and addressing the interests and concerns of all organization stakeholders.
  • Conceptual Thinking: Understanding how elements, problems, and situations are related to each other and to the larger environment.
  • Attention to Detail: Monitoring adherence to standards and actively checking for accuracy of data received or generated before passing it on.
  • Ownership / Accountability: Taking the lead in getting the job done and accepting responsibility for personal actions, costs, and results.
  • Leadership: Setting and modeling high performance standards and empowering a team of people to achieve agreed-upon outcomes.
  • Interpersonal Influence: Building strong work relationships and adjusting to how individuals, organizational units, and cultures function and react.
  • Analytical Skills: Recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action.
  • Planning & Organization: Anticipating and drawing inferences about the future and structuring resources and actions in a logical manner.
  • Professionalism: Dealing directly and forthrightly with people and problems, persisting to get the job done, and managing personal responses and stress.
  • Quality Advocate: Championing the quality process by reinforcing the organization's vision, quality values, and quality processes and by fostering the continuous improvement of all operational and business practices.
  • Dependability/Reliability: Following through on commitments, producing timely work to required -- or higher -- standards, and pitching in to get the job done.
  • Managing Diversity: Valuing the ideas and perspectives contributed by a diverse workforce, adapting individual style to tap the motivations of diverse individuals, and taking action to capitalize on workforce diversity.
0
Essential Educational and/or Training Qualifications and Certificates
  • BA/BS degree required and/or (5-7) years of Truck managed breakdown emergency services, Marine, Bus and/or Class (8) Tire Experience
Preferred Experience and Knowledge
  • Strong background in ASIST, case management procedures and mapping tools
  • Excellent computer skills (Microsoft Office, Outlook, & Windows environments).
The Operational Support Lead will report directly to the Manager, Uptime Support and will function as the lead for the EMS Coordinators I and II within the applicable Team; acting as the Leader in the absence of the Manager. This role is responsible for all escalations, accounting and payment requirements, communicating visual management updates to staff, weekend coverage, and monitor staffing needs and maintain exceptional quality and audit results on a personal level. The lead has direct reporting relationships with each Coordinator within their team and will be responsible for the quality and efficiency of the team’s service coordination, client level contact, staff training, case management quality and resolution of all other miscellaneous customer service issues.
  • Strong organizational and communication skills with the ability to prioritize and work effectively on multiple tasks in a fast paced environment
  • Energetic and passionate about providing exceptional experience to our customer
  • Ability to work weekends


会社概要

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Mack is part of the Volvo Group, one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran
We Participate in E-verify

あなたについて知らせてください

選考プロセス

応募

応募頂いた後に、応募確認のeメールが送信されます。この後も、あなたの個人プロフィールを更新することができます。

面接

面接に進んで頂く場合は、その旨を連絡致します。その後のステップについてもお知らせいたします。

選考

採用者が決定したことは全ての候補者に通知されます。 あなたは私たちのデータベースにあなたの履歴書を保存して、あなたのプロフィールにマッチする他の仕事を探すことが出来ます。

イントロダクション

勤務を開始する際は、あなたがすぐにチームの一員となり、最高の形で仕事ができるようにイントロダクションを受けます。

お客様の声

同様の職種