Matco’s Customer Service and Customer Care teams play a pivotal role in supporting our distributors in their dream of successful business ownership. You will have a singular focus, putting your team in a position to deliver premium support to our customers. You will set the tone, drive the vision, and deploy the necessary human and technical resources to support our distribution partners as well as the end-users of our products.

WHAT YOU WILL DO

• Design and deploy processes and programs to develop our team and put them in a winning position.
• Work with our technology teams to design and execute roadmaps that support the team and our customers by increasing service levels, removing waste, and delivering a better experience to all stakeholders.
• Lead and manage an inbound call center team of Customer Service Representatives and Customer Care Representatives to provide industry leading service to our franchisees, commercial customers, and end users.
• Mentor and motivate the leadership team and their 40+ direct reports as they work with their internal partners to find creative ways of improving service to our customers.
• Drive innovation and use of technological solutions to exceed the service demands of our customers and end-users.
• Drive metrics in the following areas:
  • ASA – “Average Speed to Answer” to meet or exceed our objectives in this area provides prompt service and increased productivity for our franchisees and end-users.
  • FCR – “First Call Resolution” results in providing a response or resolution to a franchisee or end-user question or problem without further follow actions.
  • REP KNOWLEDGE – Product, policy, and process competency as indicated by outbound surveys to our franchise base.
• Coach and mentor team in empathy, problem solving, as well as sales and service techniques.
• Employ the “tools” of VBS (the Vontier Business System) to drive growth, service, and operational excellence by reducing waste and maximizing all resources and opportunities to improve metrics. KAIZEN is a daily way of life.
• Develop and foster a culture of excellence in hiring, training, and on-going performance development throughout the Customer Service organization.
• Drive end-user customer satisfaction through the Customer Care team by developing and leveraging existing touchpoint opportunities to resolve issues for unserved customers, “paving the road” for future sales and service by Matco franchisees.

• Bachelor’s degree required
• 5 years of experience managing a service or sales team
• Experience in leading large teams (25 or more associates)
• Customer service / sales experience
• Change agent
• Technical aptitude
• High energy level; approachable “people person”

• Tenacity/do what it takes
• Effective time management and personal organization
• Leadership and teamwork – create followership
• Honesty and integrity
• Team building skills
• Communication skills
• Ability to manage multiple priorities
• Analytical skills
• Ability to think strategically
• Detail oriented

#LI-JE1

Matco Tools is a manufacturer and distributor of quality, professional grade automotive equipment, tools and toolboxes. We offer more than 13,000 products, sold primarily to professional automotive technicians through a network of franchised mobile tool stores. Matco is a franchising company, a distribution company, a financing company, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada.

Since 1979, the mission of Matco Tools has been to provide professional mechanics and auto enthusiasts with all the premium tools, storage and equipment they need to get the job done, while also offering best-in-class service and customer support. Our award-winning franchise program equips the company's network of nearly 1,800 independent mobile distributors to develop and maintain trust-based relationships with its customers. Consistently ranked among the top 50 in Entrepreneur magazine's Franchise 500®, the company continues to expand throughout the United States and Canada, adding several hundred mobile stores each year. Matco offers its franchise owners industry-leading training, on-going field support, pre-identified customers, and in-house financing. Those thriving in an innovative, supportive, energized organization where continuous learning is the norm will find themselves well rewarded.

WHO IS VONTIER

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.