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Truck Diagnostics Support Specialist
4 months ago
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.
**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?**:
**Location**:We are targeting someone who has the following qualifications who lives in the western US and will be responsible for that region.
**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