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The Larson Group Peterbilt is looking for an experienced Assistant Customer Support Manager to join our dynamic team. The Assistant Customer Support Manager is responsible for assisting with the day-to-day operations of the GURU Call Center. This position will help recruit, manage, coach, and develop Call Center staff. This position will occasionally visit customers to promote the services of the GURU team and will work to ensure customer satisfaction is at its highest level.

What We Offer:

+ Paid Time Off

+ Paid Holidays

+ Medical, Dental and Basic Life

+ 401K with employer contribution

+ Bi-weekly Pay Schedule

+ Opportunity for advancement and Career Development

Responsibilities:

+ Proactively manage specific TLG customer accounts and work with Fleet Managers regarding managing expectations, issues, campaigns, and recalls.

+ Assist with managing employees of the GURU team (including payroll, PTO coverage, and any responsibility set by Call Center Manager).

+ Work closely with customers to help them develop and implement data driven preventative measures.

+ Help oversee GURU, Smart LINQ registrations, and Customer Asset Lists.

+ Travel to customer locations to promote GURU services, help manage critical events/issues, and collect feedback for the GURU team.

+ Communication between Peterbilt, vendors, TLG locations, and customers. Effectively resolves issues, investigates products in question, and establishes industry relationships.

+ Prepare and execute presentations for customers, GM’s, and Service managers via online applications.

+ Assist in conducting weekly meetings between TLG and Key Customer Fleets.

+ Serves as an Acting Fleet Manager for Critical Customer accounts, when called upon. This includes the full scope and function of a TLG Fleet Manager but may also include:

+ Addressing issues concerning the fleet with the customer management team.

+ Host weekly Web Ex meeting with the assigned Customer, Peterbilt, vendors and TLG, to go over the down truck list and address any current issues for the current week.

+ Track and document the daily, weekly, and monthly down trucks.

+ Provide this data weekly to the Customer and Monthly to Peterbilt for Downtime compensation consideration.

+ Manage Customer Portal

+ Track staged engines and engine replacements.

+ Work with PPD, Peterbilt reps and the Customer to supply hard to source parts. (Staging, shipping, etc.).

+ Regularly maintaining training and knowledge must constantly work to improve the value of the call center to TLG and TLG’s customers.

Qualifications:

+ Must possess a cumulative 7 years’ experience in a Diesel Truck Repair Shop or Dealership; 3 years working as a Technician, Writer or Foreman and 3 years in a shop management capacity.

+ Must demonstrate competency with customer relations and communication.

+ Must demonstrate a working knowledge of a diesel truck, related components and how they interact with one another.

+ Certifications with PACCAR and Peterbilt Motor CO. preferred.

The Larson Group Peterbilt is an Equal Opportunity Employer that prohibits discrimination or harassment of any type. All qualified applicants are considered for employment without regard to race, color, national origin, age, sex, sexual orientation, gender, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. We encourage individuals from all backgrounds to apply for our open positions, as we believe that a diverse workforce enhances our ability to serve our customers and community. Applicants who require an accommodation to participate in the job application or hiring process should contact [email protected].