MICHELIN Connected Fleet
Fleet Services Agent
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Role: Fleet Services Agent
Location: Aberford, Leeds, LS25
Hybrid: 3 days in the office
Salary: £28,000 - £29,000 + Bonus + PMI + Pension
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.
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THE ROLE IN SHORT
The role of a Fleet Service Agent within MICHELIN Connected Fleet is key to our long-term customer satisfaction and ongoing quality initiatives. You will be working directly with fleets on their vehicle related needs, such as deployment, OEM activations, defit/refit, RHI and Deactivations. The ultimate aim is to give the customer a great experience, measured through NPS, delivering on our promises and ensuring a right first-time attitude is applied to every interaction. It is a challenging role requiring an appetite and enthusiasm for detail, customer focus, quality, coordination with third parties, and refusing to lose. Clear written and verbal communication are also critical for the success of the role.
WHAT WILL I BE DOING
- Working as part of a Helpdesk team with the common goal of ensuring our customers are effectively supported
- Working with deployments of new customers, coordinating installations based on customer requirements, contractual terms and third party installation partners
- Working with other vehicle related customer needs, such as Upgrades, Defit/Refits, RHIs, Deactivates, OEM activation, etc by coordinating with customer and third party installation partners and respecting SLAs
- Work closely with the Sales team in deployments to ensure that the projects are delivered on time and within budget. Escalate if any major project milestone has a risk to be compromised
- Assess risk for project delivery from start until final delivery of the installation plan
- A continuous improvement mindset – provide inputs where processes can be improved
- Liaising with customers and providing regular updates and feedback on progress status
- Ensure process and productivity measures are met
- Documenting all procedures and methodologies to ensure continuous improvement
- Managing and tracking outstanding tasks to be triaged
- Timely updating of the in-house systems, adhering to internal SLA’s
- Identify and escalate situations requiring urgent attention
- Work with the multiple channels that customers can contact MCF Fleet Services
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TO BE SUCCESSFUL YOU WILL LIKELY HAVE
- Strong understanding of Services (Customer Service, Field Service, Deployment etc.)
- A strong collaborator with great communication skills and an outstanding telephone manner.
- Strong relationship skills to relate with stakeholders and achieve win-win ways of working
- Able to communicate clearly verbally and written
- Able to communicate written and verbally with internal and external customers
- Able to take initiative to keep own skills up to date and to maintain awareness of current technology developments
- Highly motivated and capable of leading the way
- Adaptive to different cultures and realities, adjusting processes as needed
- High level of awareness, both self and business, to ensure all facets of a project is being taken into consideration
- Strong ability to be influential
- Experience of dealing with customers both over the phone and email
- Experience of working in busy, dynamic customer focused environment
- Highly results orientated, with the ability to understand customer needs, manage customer expectations and diffuse difficult situations.
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