Services Processes and IT Analyst

Job description

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. 

Mission

The Services Processes and IT Analyst will work closely with MC´s teams, dealers, and other departments to support the business across Latin America. This role will be central to coordinating the development of key service processes and tools and will play an essential part in the service transformation and digitalization journey within the region, acting as the Latin American representative in discussions and prioritization of tool development with the Local and Global organization.

Scope and Influence

This position reports to the Manager of Service Development & Digitalization , under the Services and Customer Experience area. It involves close collaboration with dealers and the commercial organization, primarily supporting Volvo Trucks in Latin America.

Opportunity Description

As the "Key-user" of core service applications, this role will align regional market needs with HQ and the local development organization to promote service solution adoption within the region. Key applications under this role’s responsibility include:

·  DMS (Dealer Management System): The global Volvo system ( GDS ) used in our region.
·  Dwelltime : A system focused on managing workshop lead times to ensure premium customer experience.
·  CDB/CM System: A customer relationship management tool.

​​​​​​​Main Responsibilities

·  Support Brazilian dealers and Latin American markets in using and implementing the tools and new features.
·  Participate in discussions on improvements and prioritization with the global organization.
·  Review processes focused on workshop digitalization and efficiency.
·  Analyze data and develop reports and KPIs to support dealers and other areas in improving workshop productivity.
·  Promote the use of tools and efficiency in service processes by sharing best practices and providing user training.

Recommended Qualifications and Skills

·  Bachelor’s degree in Engineering, IT, Business Administration, or equivalent.
·  Project management skills and experience coordinating project teams.
·  Experience in data analysis and report preparation, including BI (Business Intelligence).
·  Knowledge of service design methods.
·  Ability to clearly communicate analytics insights verbally, in written text, and in presentations.
·  Strong logical problem-solving skills using data-driven methods, such as machine learning.
·  Experience with machine learning methods and agile software processes.
·  Desirable knowledge of products and applications in combination with customer services in the logistics ecosystem, contract data, and telematics data.
·  Proficiency in Portuguese and English; Spanish is a plus.

Ideal Candidate Profile 

We are looking for a professional who:

·  Has the ability to lead strategic projects and actions within a collaborative environment;
·  Can communicate effectively at all levels, understanding customer needs and identifying business opportunities to support service growth with a customer-centric approach;
·  Is data-driven, transforming information into valuable insights to support company decisions;
·  Brings an outside-in perspective by staying closely connected with dealers and area managers, challenging internal processes to deliver a premium customer experience.

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. 

 

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in. 

Job Category:  Information Technology

Organization:  Volvo Trucks

Travel Required:  Occasional Travel

Requisition ID:  15428