Service Sales Representative

Virginia Truck Center•Chester, VA

10d•Onsite

About The Position

This role serves as the primary point of contact for key Fleet accounts, focusing on their service needs and solutions. The Service Sales Representative is responsible for the development, support, and marketing of Service solutions for their market's dealership. This includes establishing plans and strategies to expand the customer base within the Service area and acting as a customer advocate, facilitating communication between customers, Excel Equipment, other dealerships, and OEMs. The position involves developing a business plan and sales strategy that leverages dealership strengths (Service, Parts, Body, Trailers & Sales) to achieve company sales goals and profitability. A key aspect is developing and strengthening customer relationships, actively marketing dealership solutions, and educating customers on digital tools and features. The role requires close coordination with the Service Manager and other departments to ensure a positive customer experience, communicating customer opportunities and solutions across all departments, and reporting progress on issues to the service manager. Additionally, the representative will assist Fleet Customers with repairs outside the Excel Dealership network and partner with the Freightliner national network to expedite repairs, acting as the main customer contact for updates and issue resolution.

Requirements

Key Fleet account management
Service needs and solutions support
Development, support, and marketing of Service solutions
Customer base expansion strategies
Customer advocacy and facilitation
Business plan and sales strategy development
Customer relationship development and strengthening
Marketing dealership solutions
Coaching and educating customers on digital tools
Coordination of service work
Communication and follow-up for customer experience
Communication of customer opportunities and solutions
Coordination with management team
Liaison with manufacturers
Reporting progress on issues
Assisting with repairs outside the network
Partnership with national network for repairs
Customer communication during repair cycle
Handling customer questions and problems
Facilitating issue resolution
Adherence to company policies, procedures, and ethics

Responsibilities

Develop a business plan and sales strategy for the market leveraging dealership strengths to ensure attainment of company sales goals and profitability.
Develop new and strengthen existing customer relationships.
Actively market the solutions that the dealership can offer its Fleet customers.
Coach and educate customers on digital tools and features available to them.
Coordinate Service work coming into the shop with the Service Manager and other departments.
Communicate and follow-up, supporting the best Customer experience in tandem with dealership departments.
Communicate across all departments customer opportunities and provide solutions.
Coordinate communications with the management team as customer needs evolve and opportunities develop.
Daily coordination and communications with the dealership's Service Manager and all department managers as needed.
Act as a liaison with manufacturers regarding Service support bulletins, active recalls, and programs for dealerships.
Report to the service manager on progress of issues that are resolved or pending.
Assist Fleet Customers with repairs outside of the Excel Dealership network.
Partner with Service departments across the Freightliner national network to expedite repairs.
Provide timely communication updates, repair of the truck/uptime, and positively impact the customer's experience as their point of contact during the repair cycle.
Serve as the main contact for the customer in handling a question or problem, and keep the customer updated with timely and frequent information about progress towards resolving the issue.
Facilitate a resolution by bringing together the appropriate department's managers.
Adhere to all company policies, procedures, and business ethics codes.
Perform additional duties as assigned.