Fleet Support Manager

To lead and manage fleet service operations, ensuring fleet customers receive efficient, high-quality maintenance, repair, and warranty support. The role is responsible for overseeing fleet administration, service scheduling, warranty processes, parts coordination, and customer communication to maximise vehicle uptime and service performance.

Fleet Operations Management

• Manage the day-to-day operation of the fleet service team.
• Lead and support the Fleet Administrator and Service Controller to ensure efficient workflow management.
• Ensure all fleet customer requirements are handled in accordance with manufacturer standards, service level agreements, and company processes.
• Monitor operational performance and implement improvements to enhance service delivery and customer satisfaction.

Service Planning and Coordination

• Oversee the scheduling and allocation of FSE’s for fleet repairs and warranty work.
• Ensure service bookings are planned effectively to minimise vehicle downtime.
• Coordinate with customers/RSM’s to prioritise urgent fleet repairs and vehicle-off-road situations.
• Monitor work-in-progress and ensure timely completion of repairs.

Warranty Management

• Oversee warranty administration activities to ensure claims are passed to the admin team to claim within manufacturer time frames.
• Ensure warranty repairs are authorised, completed, and processed in accordance with manufacturer policies.
• Review warranty claim performance with the Service admin manager and address any issues affecting claim acceptance or recovery.
• Work with the RSMs for complex warranty cases and manufacturer queries.

Parts Coordination

• Work closely with the Parts Department to ensure required parts are identified, ordered, and available ahead of scheduled repairs.
• Monitor parts availability and proactively manage supply issues that could affect repair completion for fleet customers.
• Oversee special orders and urgent requirements to minimise customer disruption.

Customer and Fleet Account Support

• Maintain strong relationships with fleet operators and support the RSM’s.
• Provide regular updates regarding vehicle status, repair progress, and estimated completion times.
• Resolve customer concerns and service-related escalations professionally and promptly.
• Ensure agreed service level commitments are consistently achieved.
• Monitor loss of use claims and associated record keeping.
• Manage, coach, and develop the Fleet Administrator and Service Controller.
• Set clear objectives and monitor team performance.
• Promote a culture of accountability, customer focus, and continuous improvement.
• Support training and development initiatives to maintain operational excellence.

Compliance and Reporting

• Ensure compliance with manufacturer warranty standards, company policies, and health and safety requirements.
• Produce and analyse operational reports relating to fleet activity, vehicle downtime, FSE utilisation, warranty performance, and customer satisfaction.
• Identify trends and opportunities to improve efficiency and service outcomes.

Join a company with over 100 year history and a bright future . Pelican Yutong offers a secure and rewarding career path for employees who are dedicated to making a lasting impact in their roles.

At Pelican Yutong, we believe in investing in our employee’s growth and development . We provide the resources and support needed to advance y our career and reach your full potential .

As a family business with 3 generations still working within the business, w e understand the importance of work life balance.