About Model 1 Commercial Vehicles: Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you. Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next. It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what our customers need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, customers have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know. Work together to find solutions.  See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease. Be the person that you’d want to interact with – approachable and transparent.
• Drive Forward: Keep your eyes up to see what’s ahead. Imagine better methods.  Seize opportunities.  Move the business and the market, meaningfully.
• Find Balance: Match your energy at work to your energy with family, friends, and community. Decide and align your priorities.  Pour into yourself and those around you.
• Own It: Take the extra step. Fix issues when they come up.  Care from start to finish.  Do the right thing, every time.

Job Summary: The Customer Support Director is responsible for overseeing the customer care, warranty, rental maintenance and service engineering departments, ensuring the delivery of high-quality customer service and support. This role involves developing and implementing strategies to improve customer satisfaction, managing a team and collaborating with sales and other departments to enhance the overall customer experience.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Key Responsibilities:

• Strategic Leadership: Develop and implement customer support strategies aligned with company goals. Lead and mentor department leaders in warranty, customer care, and service engineering to achieve performance targets of each department.
• Customer Satisfaction: Define the key performance indicators (KPIs) to effectively manage each department’s performance. Monitor and improve overall customer satisfaction metrics such as Net Promoter Score (NPS) and/or Customer Satisfaction (CSAT) scores. Address customer issues/escalations and ensure effective and long-term problem resolution across all sales segments including rental.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the customer support team. Utilize customer feedback and root cause analysis to drive continuous improvement.
• Collaboration: Work closely with other departments such as marketing, sales, and operations to ensure seamless customer experience. Act as the voice of the customer within the organization.
• Reporting: Provide regular reports on customer support performance to senior management. Use data and analytics to inform decision-making and strategy development.
• Customer Care: Oversee the customer care team to ensure exceptional customer service. Implement follow-up procedures to ensure customer satisfaction and promote additional services such as maintenance, warranty, and parts.
• Warranty Management: Oversee the warranty department to support customers with warranty issues in coordination with branch operations, senior technical services, and Rapid Response mobile service teams. Ensure timely processing and collection of all warranty claims and manage the performance of warranty department financials.
• Rental Fleet Maintenance: Oversee the maintenance and repair of the rental vehicle fleet to ensure all the vehicles are in safe and operational condition. Develop and implement a preventative maintenance program and coordinate with the service providers. Monitor and manage the budget for vehicle maintenance ensuring cost effectiveness.
• Service Engineering: Oversee the Service engineering department to support customers and escalations on product quality issues by working with the manufacturers and deployment of Rapid Response Mobile technicians in addressing the critical vehicle delivery issues and warranty repairs. 

Required Experience:

• Extensive experience in managing customer support teams.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and use it to drive decision-making.
• Knowledge of customer support software and tools.

Preferred Qualifications:

• Experience in the automotive or bus industry.
• Familiarity with CRM systems and customer support technologies.
• Proven track record of improving customer satisfaction metrics.