Maintenance Quality Assurance Manager/Trainer

MV Transportation•Irvine, CA

About The Position

MV Transportation is seeking a Maintenance Quality Assurance Manager/Trainer for proposed business to conduct classroom and practical training for bus maintenance employees. The Maintenance Instructor will schedule classroom space and audio-visual equipment for training classes and programs and maintain training records, attendance records and performance evaluations for mechanics and service workers. The Maintenance Instructor shall train all new and existing bus maintenance employees on all department programs, policies, and procedures, regulations, and other related duties.

Requirements

Possess Certifications from an accredited technical college or an equivalent combination of education, technical certifications, training, and experience acceptable to client.
Must have a bachelor’s degree from an accredited college or university and four (4) years of experience in administrative or professional work.
Must have the ability to work effectively with client management and division personnel to determine training needs and develop new training programs to meet those needs.
Must be legally licensed to operate a bus in the State of California and must possess a valid Class C license as well as maintain a valid medical certificate and any other licenses or certificates required by applicable federal, state, or local regulations.
Excellent speaking, writing, and organization skills.
Ability to communicate effectively at all levels.
General knowledge of windows-based computer operating systems.
Knowledge of service area.

Responsibilities

Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client.
Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided.
Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency.
Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail.
Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function.
Manage proper reporting and correspondence for “no show”, “no pay” and “high cancel” clients.
Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration.
Serve as an expert to manage the team’s ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system.
Develop and implement internal Customer Service campaigns and incentive programs.
If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus.
Coach, counsel, and retrain staff as required.
Attend monthly client AAC meeting.
Maybe required to implement and revise SOP.
Other duties as assigned.
Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
Assist in identifying validity of the liquidated damages through investigation.
Assist Risk Management with investigations of accidents/incidents.
Ensure all reconciliations are completed timely and accurately each month.
Promote positive customer service techniques, programs throughout the organization.
Conduct transit education classes/seminars six (6) times per year.