National Account Service Manager

Marmon Holdings, Inc.•Jasper, AL

17d•Remote

About The Position

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best. The National Account Service Manager, reporting to the SVP Business Development with dotted line responsibilities to the Director of Engineering, will act as a crucial liaison between Fontaine Sales and Engineering and its customers, including fleets, truck OEM, and OES groups. This remote role involves providing advanced technical support, resolving product-related issues, and maintaining strong customer relationships. Key responsibilities include delivering technical assistance, developing training materials, collaborating with internal teams to address recurring issues, conducting on-site inspections, managing warranty claims, and organizing technical training sessions. The ideal candidate will have a bachelor's degree in a related field, over 10 years of experience in Class 8 truck fleet or OEM service operations, and strong leadership, problem-solving, and communication skills.

Requirements

Education: Bachelor’s degree in Operations Management, Engineering, or a related field (preferred).
Experience: 10+ years of experience in Class 8 truck fleet or OEM service operations.
Industry Knowledge: Familiarity with Class 8 truck service, maintenance, connectivity, and telematics.
Leadership Skills: Proven ability to manage teams, foster collaboration, and drive results.
Customer-Focused: Strong interpersonal and relationship management skills, with a commitment to customer satisfaction.
Problem-Solving: Ability to analyze service issues and implement effective solutions.
Communication: Excellent verbal and written communication skills.
Project Management: Strong organizational skills with the ability to handle multiple accounts and priorities.
Technology Proficiency: Experience with Class 8 truck CANbus connectivity, telematics, data analysis tools, and service management platforms preferred.

Responsibilities

Technical Support: Provide advanced technical assistance to OEM partners, fleet maintenance personnel, dealers, and internal teams regarding product functionality, diagnostics, and repairs.
Investigate and resolve technical issues promptly, escalating complex cases to the engineering team as necessary.
Develop and deliver technical documentation and training materials to enhance knowledge within the network, including videos, tech bulletins, and application guides.
Collaboration and Communication: Act as the primary point of contact for OEM partners on technical inquiries and service matters.
Collaborate with product development, engineering, and quality assurance teams to address and prevent recurring issues.
Participate in cross-functional meetings to communicate field insights and propose product or process improvements.
Facilitate VOC (Voice of Customer) events.
Field Support: Conduct on-site inspections, diagnostic assessments, and troubleshooting for critical issues at fleet customers, dealerships, or OEM facilities.
Manage the warranty claims database.
Analyze and report on warranty claims, failure rates, and technical trends to identify areas for improvement.
Training and Development: Organize and facilitate technical training sessions for fleet maintenance personnel, dealership technicians, OEM engineering, and customer service staff.
Serve as the TMC (Technology & Maintenance Council) task force and tech competition liaison.
Create and maintain video resources for online customer reference for FAQs and common issues.