Fleet Aftersales Manager

RIHM FAMILY COMPANIES•South Saint Paul, MN

6d•$65,000 - $80,000•Onsite

About The Position

The Fleet Aftersales Manager is responsible for ensuring that all departments at Rihm Kenworth provide the highest quality support and service to fleet customers after the sale of new trucks. This role involves working closely with Rihm fleets, acting as liaison between them and various Rihm departments including Truck Sales, Parts, Service, Leasing, and Accounting, as well as other Kenworth dealer members' fleet customers which are part of the Kenworth Concierge Program. The Fleet Aftersales Manager will attend enterprise meetings and provide national fleet assistance by leveraging dealer network contacts.

Requirements

High ethical standards and trustworthiness with protected information.
Creative and independent problem solver.
Effective communication and interpersonal skills (written and verbal).
Strategic and analytical thinker with a proactive approach to problem-solving.
Advanced PC skills and proficiency in basic business and Microsoft software applications.
Knowledge of enterprise (CDK) software.
Knowledge of fleet management systems i.e., Decisiv and TruckTech+.
Effective organization and time management skills.
Ability to analyze complex processes and data and translate them into effective and efficient solutions.
Clearly communicate the value proposition of the company's products and services to fleet customers.
Leverage relationships with Kenworth, PACCAR Parts, and PACCAR field service support to enhance the customer experience and influence favorable outcomes for our customers.
Patience and persistence to see tasks through to completion.
Excellent organization and communication skills, including group presentations.
Strong business ethics with a professional approach always.
Ability to travel away from the office approximately 25% of the time to meet with customers and attend industry events.
The employee may on occasion lift and/or move up to 75 pounds.
Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
The employee is regularly required to use arms, hands, and fingers to feel, grasp, push, pull or squeeze, and reach.
The employee is frequently required to stand, walk, sit, talk, climb (into trucks), and hear/listen and may on occasion stoop, kneel, balance or crouch (to assess trucks).

Nice To Haves

Bachelor's degree in business administration, sales, marketing, or related field or proven in-service experience.
Experience with CDK, DECISIV & other PACCAR OEM Software applications.
Heavy-duty truck dealership experience.
Strong understanding of fleet operations and service requirements.
Proficiency in CRM software and Microsoft Office Suite.
Strong analytical and problem-solving abilities.
Willingness to travel as needed to meet with customers and attend industry events.
Ability to apply common sense understanding to carry out instructions and reach agreed-upon outcomes.
Proven self-starter, takes initiative, elevated level of creativity.
10 years of heavy truck and commercial motor vehicle industry experience.

Responsibilities

Serve as the primary liaison between fleet customers and Rihm Kenworth departments to ensure seamless aftersales support.
Coordinate with OEM representatives to expedite parts and repairs as needed, ensuring quick and efficient service delivery.
Support fleet customers within and outside the dedicated Kenworth Concierge group by leveraging dealer network contacts.
Address and manage support requests from Parts, Service, Truck Sales, and Leasing departments.
Demonstrate and train customers on programs and service tools to enhance their understanding and usage of available resources.
Represent Rihm Kenworth effectively during on-site customer visits, meetings, and industry events to maintain strong relationships and promote the brand.
Provide expert knowledge on Kenworth Remote Diagnostics (TruckTech+) & DECISIV and offer education and support to Rihm team members and customers.
Engage proactively with customers to sell and renew TruckTech+ subscriptions, ensuring continuous service engagement.
Monitor the TruckTech+ map and dashboard for units in the Area of Responsibility (A.O.R) requiring service and contact fleets to recommend service locations or mobile trucks.
Participate in enterprise meetings and contribute to strategic discussions regarding fleet aftersales support, ensuring alignment with organizational goals.
Build and maintain strong relationships with fleet customers to understand their needs and provide tailored service solutions.
Conduct regular meetings with key accounts to review performance and address any issues or concerns.
Collaborate with the marketing team to develop promotional materials and campaigns to drive service & parts sales.
Organize and participate in industry events, trade shows, and customer seminars to promote service offerings.
Work closely with the Service Department to ensure seamless delivery of services to fleet customers.
Communicate customer feedback and service issues to the service team to facilitate continuous improvement.
Ensure elevated levels of customer satisfaction by addressing customer complaints and resolving issues promptly.
Implement customer feedback mechanisms to continuously improve service quality.

Benefits

VERY COMPETETIVE PAY!
Generous Personal Time Off Plan (PTO)+ Holidays
Medical, Dental, Prescription & Vision Coverage
Health Savings Account (HSA) with Employer Contribution
Flexible Spending Account (FSA)
401(k) Savings Plan+ Employer Match
Employer Paid Basic Term Life and AD&D Coverage
Employer Paid Long Term Disability Insurance
Short Term Disability Available with Employer Contribution
Supplemental Insurance Available (Accident, Critical Illness, Hospital Indemnity)
Company Paid Training
Employee Assistance Program
Company Discounts