Technical Diagnostics Support Coord.

Location:

Greensboro, NC, US, 27409

Position Type: Professional

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

Are you someone who enjoys the important technical side of the business? If yes, please continue to read more to learn about this exciting opportunity within our Uptime and Customer Support organization.

We are excited to announce that we are hiring a Technical Diagnostics Support Coordinator at our Greensboro location. This role will be responsible for supporting the dealer network by reviewing and analyzing the integrity of the cases, making sure cases adhere to the case guidelines as outlined on Trucks Dealer Portal.

Key Responsibilities/Accountabilities

•Evaluate case making sure there is enough information for a Truck Diagnostics Support Specialists to work.

•Reroute cases that do not follow case opening guidelines.

•Work cases that are administrative rather than technical (Cases that were open for warranty or to document a case, no technical support needed)

•Contribute to the key performance indicators for the technical support team

•Proactively monitor eService case files to ensure we are providing best in class support

•Monitor case activity and notify dealers and District Service Managers of inactive cases

•Evaluate integrity of the information in the case. So that the case can be referenced for quality improvements, Case base reasoning proposed solution or to reference on future cases.

•Monitor case quality / professionalism and content

•Provide initial guidance 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.

•Utilize all internal systems and data warehouses required to support the case.

•Collaborate with other internal organizations (Service Marketing, 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.

•Perform all other tasks assigned by your manager

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

Essential Education/Training and Certificates

•Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel).

•One-year vocational training or two years industry- related experience

Preferred Experience and Knowledge

•Three years of experience in Heavy Duty Truck diagnostics and repair preferred

•Three or more years of experience in heavy truck electronics and engine diagnostics preferred

•Customer service experience

•Bilingual (French/Spanish) is helpful, but not required

•Master Tech Certification (current or recent) beneficial

•ASE Master Truck Technician is a plus

Other

•Interpersonal skills, both written and oral, are required

•Team-oriented personality

•Thrives in a team environment

•Automotive technical knowledge preferred in a combination with practical experience

•2+ years’ experience in technical automotive industry is preferred

•Basic understanding of Dealer/ Service Department operations is preferred

•Achieve and maintain Master Tech Certification within the first 12 months for both Volvo and Mack Trucks

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 and personal life easier. We will gladly share this information and more at any time during the interviewing process or as part of your offer letter.

Ready for the next move?

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo - innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.

Our technology sets the standard - our people make the difference all day every day.

Disclaimer: The above statements are intended to describe the general level of work being performed by persons assigned to the classification. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of the job. Printed copies may not be the most current. Volvo Group North America is an Equal Opportunity Employer and Affirmative Action employer. E.O.E./M/F/D/V

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: 9950

View All Jobs (https://jobs.volvogroup.com/?locale=en_US)

Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.

Nearest Major Market: Greensboro