Supervisor, Fleet Management Operations

Supervisor, Fleet Management Operations (Job Number: 2210734 )

Position Summary:

Penske's Supervisor of Fleet Management Operations will supervise the Penske Fleet Management Operations team, which proactively schedules, manages, and advises on preventive maintenance and repairs for contract maintenance customers’ fleets in multiple domicile locations through a 3rd party network. The PFM Supervisor provides a first level operational leadership for the PFM call center team. The position is responsible for coaching, supporting, and developing to include associate training and development.

Major Responsibilities:

• Ensure associates are meeting performance metrics.
• Provide first level coaching/training for associates on technical repairs and meeting customer expectations.
• Distribution of daily transactional work to allotted resources and ensuring work is completed by associates.
• Ensures a superior customer experience through maximized control of customer costs, fair, accurate and timely billing, and improvement of internal processes to accommodate customer needs.
• Aligns resources to specific workstreams on a daily basis and will have direct responsibility for managing exceptions and escalations including:

-Repairs beyond needed time, Repairs requiring estimates, Repairs requiring customer authorization, & units overdue for PM.

• Follows up on and resolves service provider quality issues on behalf of the customer and will collaborate with the Service Provider Management team to improve PM Quality and vendor performance.
• Other projects as assigned by the Manager
• High School Diploma or equivalent required, Bachelor’s degree preferred
• 5 years of customer service experience required
• 5 years of automotive or diesel technician experience preferred
• Experience in a call center environment preferred
• Supervisory experience is a plus
• Six Sigma Green Belt certification is preferred
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

-The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About Penske Truck Leasing

Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske’s product lines include full-service truck leasing, contract maintenance, commercial and consumer truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit www.GoPenske.com to learn more.

Work Locations :

Reading, PA 19607

Primary Location : United States-Pennsylvania-Reading

Job : Other Corporate

Penske Oracle Job (US & CA only do not edit): : PTL.Penske Fleet Management Supervisor

Req ID: 2210734