Truck Diagnostics Support Specialist South East US

Job description

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport 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

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport 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

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.

 

Location

This role is a part of our Volvo Group North American team headquartered in Greensboro, NC.

 

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 ~300 cases and ~200 inbound calls per month to closure while adhering to company and departmental policies & procedures and meeting both quality & financial targets.
•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. This will include on-call after-hours support.
•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 customized (limited) support for specific fleets as needed.
•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 (Reliability, Engineering, Warranty, 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

•Analytical Thinking
•Business and Customer Focus
•Problem Solving
•Communication
•Computer and Phone skills
•Conceptual Thinking
•Flexibility
•Information Seeking
•Initiative (self-motivated)
•Learning from Experience
•Self-Control
•Team working
•Leadership & Facilitation
•Mechanical Function & Design
•Software Design & CAN Protocols

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

•Ten years of experience in Heavy Duty Truck diagnostics and repair preferred.
•Five or more years of experience in heavy truck electronics and engine diagnostics preferred.
•Customer service experience
•Bilingual (French or Spanish) is helpful, but not required.

Other

•Interpersonal skills, both written and oral, are required.
 

What’s in it for you?

We are pleased to offer a solid package of compensation and benefits.  

 

You will enjoy:    

Competitive base pay  

Comprehensive medical, dental and vision insurance  

Generous PTO  

Tax deferred retirement plans, varied by business; 401(K) with company match  

Global organization with expansive career growth opportunities  

Volvo Group University for professional and personal development  

Workplace health/wellness and reimbursement programs  

On-campus fitness center and café  

Avid approach to Sustainability  

Culture with a passion for Diversity, Equity, and Inclusion for all  

We also offer an array of additional benefits and programs that make today’s challenging reality of combining work

Ready for the next move?

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.

Job Category:  Sales & Services

Organization:  Mack Trucks & Volvo Trucks

Travel Required:  Occasional Travel

Requisition ID:  12944