Key Account Manager - VIC

ABOUT VOLGREN:

Volgren was established in 1977 and is Australia’s largest and most successful bus body builder. We operate three manufacturing facilities located in Queensland, Victoria and Western Australia, along with Aftersales facilities across five states — Victoria, Queensland, Western Australia, New South Wales and South Australia. 

Volgren is part of the Marcopolo Group – a Brazilian Bus Manufacturer. It has a manufacturing presence in 12 countries, employing more than 14,000 people.

Volgren builds bus bodies for the world’s leading chassis manufacturer’s including Volvo, Scania, Mercedes, MAN and most recently we delivered Western Australia’s 100th ‘E’ bus on the Volvo chassis.

Our uncompromising manufacturing standards, class leading technology and our unmatched after sales service ensure our customers can trust in our product.

Our focus is on providing a safe working environment and learning opportunities to passionate individuals who are ready to grow with us. We are committed to supporting progress, transformation and skill development while offering the opportunity to be part of the future of transport through the manufacture of Electric Vehicles. We are a team of people who love what we do, champion ideas and innovation, support one another and strive for quality.

Our values include:

• Respect and Appreciation of People
• Commitment to Excellence
• Customer Satisfaction
• Ethics and Integrity
• Sustainability
• Teamwork

BENEFITS:

• The opportunity to build on your current skills and open further doors in the manufacturing industry.
• Continue to be a part of a growth orientated global organisation.
• Local and international career opportunities with Volgren Australia and Marcopolo
• Ability to work within a close team environment
• Opportunity to travel interstate
• Be part of the National Incentive Program
• 24/7 Free access to our Employee Assistance Program (EAP)
• Free onsite parking available

ABOUT THE ROLE:

We are currently looking for a Key Account Manager to join our Aftersales facility in Dandenong. In this role, you will serve as the key commercial point of contact for all customer service requirements, including repairs, product support and warranty services. You will be responsible for converting customer demand into priced, scheduled and profitable workshop work. The role is focused on building and maintaining strong relationships with key service accounts, drive workshop activity and oversee the successful management of service contacts and SLA commitments.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Build trust-based relationships with allocated accounts, operators, OEMs and internal teams.
• Achieve 'preferred service provider' status – Volgren is the first call.
• Dedicated commercial contact for allocated service accounts.
• Own proactive updates on job status, cost, timing and escalations.
• Single entry point for all customer related demand.
• Repairs: Capture, qualify and convert enquiries into quotes (pricing), scheduled workshop orders
• Support: Triage with supporting department and After Sales operations, providing quick responses to the enquiries.
• Warranty: Ensure claims are lodged and adjudicated to policy and contract, working alongside the warranty team.
• Manage service contracts end to end – scope, pricing, variations, term and renewal – and capture all entitled revenue.
• Track and report SLA performance, and address risks to price, turnaround and compliance.
• Assist the Sales Executives (Bus) in service meetings with customers, and internally with Workshop, Regional Service, Warranty, Parts and Planning.
• Collect information from peers to convert a customer enquiry into a quotation / offer. Issue and follow-up quotes with customers.
• Prioritise workshop capacity commercially - account value and contractual obligation, not order of arrival.
• Confirm and communicate committed dates across the business.

COMPETENCIES

• Customer-centric mindset with a focus on building and maintaining long-term business relationships.
• Strong analytical abilities for demand forecasting, capacity planning and margin management.
• Proven track record of performance in a commercial, service or after sales business environment.
• Knowledge of industry regulations, warranty frameworks and compliance standards.
• Goal-oriented mindset with the ability to work under pressure and tight deadlines.
• Microsoft Office advanced knowledge (Word, Excel, PowerPoint).
• Strong communication and presentation skills.
• Negotiation skills, with the ability to effectively navigate pricing discussions and contractual agreements.
• Adaptability and resilience to manage competing customer priorities and urgent breakdown situations.
• Excellent time management and organisational skills.

EDUCATION/EXPERIENCE

• At least 5 years of experience in service, after sales or account management, preferably in heavy vehicle, transport or capital equipment.
• Proven track record of managing service contracts, SLAs and key accounts.
• Experience in quoting and pricing repair and maintenance work, including labour and parts estimating.
• Experience in CRM, ERP and job or work order management systems.
• Working knowledge of warranty processes, claim adjudication and supplier recovery.
• Ability to analyse fleet data, failure trends and customer behaviour to identify service demand opportunities.
• Ability to understand and interpret revenue, margin and utilisation data to drive performance.

This position also requires the applicant to undertake a pre-employment medical which includes a drug and alcohol analysis, musculoskeletal evaluation and hearing test

Applicants must have the right to work and live in Australia.

Our Diversity and Inclusion Commitment:

Volgren is an equal opportunity employer and is committed to attracting and developing an inclusive and diverse workforce that reflects the community we serve. 

As an Inclusive employer we welcome applicants from diverse backgrounds such as Aboriginal and Torres Strait Islander people from Indigenous Business Sectors, people of all genders including those who identify as LGBTQIA, people with a disability and from disability enterprises, people from Sustainable Regions, Disadvantaged Sectors and Social Enterprises and people from culturally and linguistically diverse backgrounds.

We are committed to treating every application objectively, follow a coherent screening and interview process and we hire based on attitude, skill and merit.

**PLEASE NOTE: Due to a high volume of applicants, only short-listed candidates will be contacted. *