Deployment Coordinator Leeds, England
Job description
Role: Deployment Coordinator
Location: Aberford, Leeds
Hybrid: 3 days in the office
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 expertisein 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 companywide development programs - including our Diversity, Mentoring and Sustainability programs.
THE ROLE IN SHORT:
The role of the Deployment Coordinator is to execute and successfully deliver orders to customers who have chosen the standard Deployment service. The Deployment Coordinator is responsible for processing new orders, day to day deployment tasks including the “daily first thing tasks” undertaken on behalf of the team when required, monitoring and actioning the deployment inbox and supporting the Deployment team toward a successful outcome for each customer. As part of this, the Deployment Coordinator pays particular attention to onboarding the customer, customer communication via email, getting the installation right first time, quality, timescales, customer experience and satisfaction.
The Deployment Coordinator should be available to communicate any day-to-day challenges and work with the Deployment Team Manager and the rest of the team to make sure the customer’s deployment is a great, consistent experience.
The Deployment Coordinator will be working in a team of highly motivated individuals and will cross over sometimes into Managed Deployment when needed. The team reports into the VP Customer Service and supports all countries, excluding France who has its own team.
WHAT WILL I BE DOING:
· Responsible for delivering a large number of customer deployments at the same time from beginning to end. This will incorporate; helping to set expectations with the customer about standard deployment service deliverables, identifying and mitigating risk, executing deployment tasks such as, welcome calls, introduction to the portal, help with stock shipment and go lives of features, dealing with customer phone and email deployment enquiries promptly, liaising and driving progress with internal teams and partners when needed, contributing to monitoring quality throughout and handing over the customer to business as usual.
· Responsible for identifying situations where the standard Deployment Service is not sufficient for the customer and escalating to the Deployment Manager.
· Responsible for identifying where the opportunity has non standard vehicles, installations or solutions and has not been fully validated by Technical Validation and escalation to the Deployment Manager.
· Responsible for setting up platform & configurations for new and migration customers and setting the correct default configuration on each opportunity so that right features are set when commissioning the solution on install.
· In joint responsibility with other team members, responsible for making sure that each member of the Deployment Team is up to date on all customer progress and enquiries using the process of logging tasks on the customer opportunity and keeping this information up to date at all times, (as described in the documented deployment processes).
· Responsible for escalating to the Deployment Team Manager any internal risks or issues that could potentially impact the customer’s service and provide mitigation accordingly.
· Responsible in conjunction with the European Technical Validation team for making sure the installation partner has all the information they need to ensure effective booking can take place. Ensure any specification documents written during the pre-sales process are available to the engineers.
· Responsible for making sure the engineer has the information/stock they need to ensure right first time installation. This includes engineer instructions, customer solution configurations and also ensuring the correct configurations are specified. Ensure any specialist equipment investigation, specifications and data gathering has taken place beforehand - i.e. there has been full Technical Validation involvement.
· Ensure customer vehicle data has been validated after installation by the field service team and rectified where needed in a timely manner by Customer Services before feature switch on/the closing of the deployment can take place.
· Responsible for helping a new or migrating customer get started on their new platform.
· Responsible for helping to create, maintain and improve Masternaut standard Deployment processes and email templates.
· Responsible for gaining a good level of knowledge and understanding on how to deliver all Masternaut products and specialist solutions using salesforce. This includes existing and new products.
· Having a close and collaborative working relationship with the Technical Validation colleagues in Sales and those within the wider Sales Administration, Lead Engineer and Deployment Teams.
· Providing feedback and coaching where applicable to internal teams on non-process compliance
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
· Degree Level education and/or 2+ years relevant business experience
· Client-centric mind-set - internal and external clients
· Solution driven attitude
· Constantly striving to improve and consider ‘what’s next?’
· Calm and confident with colleagues and customers, often in pressure situations
· Sound business judgement to assess opportunities and potential risks
· Eager to grow and learn – desire to stretch self
· Tenacious, self-motivated and adaptable
· Driven/can do attitude
· Challenges convention and current ways of doing things
Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.
Job Types: Full-time, Permanent
Salary: £24,000.00-£28,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- Gym membership
- On-site parking
- Referral programme
- Sick pay
- Wellness programme
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Leeds, LS25 3DF: reliably commute or plan to relocate before starting work (required)
Expected start date: 23/01/2023
