Job Overview
The role of the Fleet Manager involves overseeing on-site fleet and operational support for customer solutions. This position plays a crucial part in ensuring that customers receive efficient and high-quality services.
Responsibilities
* Assign Field Service personnel to client accounts to maintain customer satisfaction and efficiently utilize resources, ensuring the skill set of the assigned personnel meets the needs of the client organization.
* Assist the sales team by acting as a technical resource during the sales cycle for national or major accounts and assist in contract or service agreement negotiations as needed.
* Gather information regarding the nature of customer support issues and report trends to engineering for product revisions or enhancements.
* Establish guidelines and define standards for on-site technical support, track service requests from initiation to completion, and monitor staff performance to ensure guidelines are met consistently.
Key Qualifications
Candidate Requirements:
* Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions; communicator of importance, researcher of needs and expectations, seeker of satisfaction feedback, and link between organization objectives and customer expectations.
* Service Excellence: Proficient in customer service concepts and techniques, consistently meeting or exceeding customer needs, resolving common customer problems, responding to unexpected requests with urgency, providing direct service, and documenting complaints timely.
* Effective Communications: Adept at transmitting, receiving, and interpreting ideas and information, delivering helpful, behavior-focused feedback, listening without defensiveness, making oral presentations and reports, avoiding inappropriate jargon, and detecting non-verbal cues.
* Problem Solving: Skilled at recognizing, anticipating, and resolving organizational or operational problems, identifying documentation and alternative solutions, evaluating risks and benefits, and using diagnostic tools to identify issues.
* Relationship Management: Capable of establishing and maintaining healthy working relationships, providing prompt responses, monitoring client satisfaction, alerting own team to issues, and differentiating roles and responsibilities within business relationships.
* Technical Excellence: Possesses extensive knowledge of technology and application methods, advises others, engages subject matter resources, mentors and coaches to improve technical competence, and handles moderate technical challenges with accountability.
* Safety (Oil and Gas): Knowledgeable about safety procedures, performs inspections, communicates regulations, reports hazards, and ensures compliance with OSHA and company policies.
* Technical Troubleshooting: Experienced with troubleshooting approaches and tools, documents common problems and resolutions, works with vendor diagnostics, follows standard procedures, and participates in setting evaluation standards.