Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
What you will do
Mission/Purpose of Job
Provide diagnostic, service and programming support to dealers, Volvo Group personnel, and select fleets to facilitate resolution of product technical concerns for both North American market truck brands (Volvo/Mack). Provide instruction, authorizations, and approvals for repair procedures and major component replacements. Provide specialized support for new products/features and reporting activities to engineering for containment as required.
Key Responsibilities/Accountabilities
· Provide guidance and technical support to dealer and select fleet technicians regarding all facets of vehicle servicing with special emphasis on maintaining product integrity in the marketplace.
· Support all Volvo Group initiatives for both brands in support for the customer (core focus: vehicle uptime, fix right first time, controlling cost).
· Manage cases and inbound calls to closure while adhering to company and departmental policies & procedures and meeting both quality & financial targets.
· Develop and maintain a strong technical foundation for assigned dealer groups and technical support groups.
· Technical liaison between dealer, district service manager and technical support
· Liaison between Q&CS for information sharing and resolution to escalated cases.
· Develop technical leaders within assigned dealer group to create a pathway for interdealer communication, TSM and, technical support.
· Promote and utilize the technical support processes such as, Diagnostic Flow Process, TethrIT and case escalation.
· Participate in quarterly business reviews as it relates to technical support.
· Support level 1 technical support specialists in quickly and efficiently resolving cases.
· Travel to assigned dealers as needed to maintain a working relationship at the highest level.
· Utilize all internal systems and data warehouses required to support the repair (Case Based Reasoning [CBR], Case Management, VDA+, Configurator, Impact, Parts Compass, Vehicle Inquiry, PHV, and others).
· Manage and provide complete vehicle support required for dealers and select fleets to resolve customer issues and special requests.
· Provide authorization to repair and/or replace major components (such as engines, transmissions, differentials and similar).
· Release software for programming to repair, diagnose, change functionality, and other needs. Update Software Configurator and/or the vehicle database to reflect the change.
· Provide field insight/interface to Aftermarket Engineering, Product Development and Service Engineering for development of long-term solutions to product issues.
· Work with engineering during the root cause analysis for complex product concerns to identify the causal part. Contribute toward the creation of documented solutions, such as CBR articles.
· Implement containment strategies to ensure concerns are managed and warranty costs are minimized for specific product matters.
· Collaborate with other internal organizations (Service Market Engineering and Product Quality, Warranty, DSM/FSM and others) in support of resolving cases.
· Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, and similar that need to be addressed and/or resolved.
· Input activities into case management system for tracking and reporting.
· Support policy interpretation for dealers, select fleets and aftermarket personnel to ensure repairs are completed in accordance with applicable warranty programs and procedures.
Who are you?
Critical Competencies
· Technical Expertise: Comprehensive knowledge of the technical systems and products used by the organization. This includes understanding the intricacies of hardware, software, and network systems. Ability to embrace new technologies.
· Problem-Solving Skills: The ability to diagnose and resolve technical issues efficiently and effectively is crucial. This requires analytical thinking and a methodical approach to troubleshooting.
· Communication Skills: Clear and concise communication is vital. A Technical Service Manager must be able to explain complex technical concepts to non-technical stakeholders and liaise with customers effectively.
· Service Orientation: A strong commitment to providing excellent service and support to customers is essential. This involves being proactive and responsive to their needs.
· Planning and Organization: Managing technical projects requires meticulous planning and organization.
· Data Analysis: Leveraging data to inform decisions and improve technical services is a valuable skill. Proficient in analyzing performance metrics and identifying areas for improvement.
· Attention to Detail: Precision and attention to detail are essential in managing technical systems and ensuring their optimal performance.
· Collaboration: Building strong relationships with other departments and stakeholders fosters a collaborative environment.
· Adaptability: The ability to adapt to changing circumstances and remain flexible is crucial in a dynamic technical environment.
· Creative Problem Solving: Thinking outside the box to find innovative solutions to technical challenges is a valuable competency.
· Process Improvement: Continuously seeking ways to improve processes and enhance the efficiency of technical services contributes to organizational success.
· Accountability: Taking responsibility for actions and outcomes is important for fostering a culture of accountability within the team.
· Compliance: Ensuring that all technical services and projects comply with relevant laws, regulations, and organizational policies is essential for maintaining operational integrity.
Essential Education/Training and Certificates
• Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel).
• Master Tech Certification (current or recent) beneficial
Preferred Experience and Knowledge
• 10 years of experience in Heavy Duty Truck diagnostics and repair preferred.
• 5 or more years of experience in heavy truck electronics and engine diagnostics preferred.
• Customer service experience
• Proficiency in Spanish or French is advantageous but not mandatory
Other
Some travel will be expected in this role.
What’s in it for you?
We are pleased to offer a solid package of compensation and benefits. You will enjoy:
Ready for the next move?
Would you like to help us build tomorrow? Are you passionate about customer success and helping our dealers and customers learn and grow? Our team works to provide our dealers with excellent solutions through our product knowledge, relationships, and world class dealer technical support services.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.
Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.
Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done.
Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.
By joining our North American Group Truck brands (Volvo & Mack), you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.