What are the responsibilities and job description for the Technical Support Specialist position at Volvo Cars AB?
Technical Support Engineer
Technical Process Specialist (Ridgeville,SC, Irvine, CA, Mahwah, NJ)
Volvo Summary:
Volvo’s mission is to be the world’s most progressive and desired premium car company and to make people’s lives less complicated. Here at Volvo we are looking for individuals that want to be a part of this progressive change as well as be talented, committed and fun spirited when joining our globally diversified workforce. Employees at Volvo Car Inc. are the key component to our current and future success. We continue to follow the initial core values instilled by our founders Assar Gabrielsson and Gustaf Larson (Gothenburg, Sweden Circa 1927). Everything we do here at Volvo starts with people in mind. We are looking for employees who are analytical, interpersonal, technical and teamwork driven to join the Volvo family and by providing our employees with a foundation for success we can help develop the latest and greatest innovations to the car manufacturing market.
Job Summary:
The Technical Support Team is looking for motivated and driven individuals to provide technical support to retailer technicians and internal customers. Support is provided using strong written, verbal, and face to face communication skills. This position is based in the office and requires occasional travel to resolve difficult customer concerns and travel for training. The candidate will provide the highest quality information and repair methods that comply with Volvo's established repair methods and procedures. This position requires the candidate to work together as part of a local support hub and operate independently when necessary.
Primary Responsibilities:
Assist Retailer Technicians with guided expert level diagnostics to ensure a prompt vehicle repair
Analyze, document, and report technical faults found on Volvo products and diagnostic tools
When necessary, escalate appropriate problems or situations to resolve the concern timely
Assist the larger Retailer Technical Support Team with Master Tech Meetings as needed
Investigate and resolve difficult repair situations by duplicating and testing during development days.
Evaluate support cases concerning customer complaints, prior warranty repairs, software status, etc.
Looks for new and innovative solutions to problems and finds creative ways to produce results
Display a good understanding of the organization's mission, goals, and strategies in daily work
Travel two to four times per year, both within the US and internationally
Key Competencies/Abilities:
Associate or Bachelor degree preferred, or automotive technical certification considered
Five years of Automotive experience including hybrid (master technician preferred)
Eight ASE (Automotive Service Excellence) and L1 & L3 (advanced level specialist & hybrid certifications)
Work independently and with a team to analyze a problem, identify the root cause, and document the results
Leadership skills are also a plus, such as a shop foreman or a team leader
Extensive knowledge of diagnostic procedures, manufacturer specific special tools, and test equipment
Knowledge of Volvo Repair methods and tools a plus
Basic knowledge of warranty policy and procedures
Strong written and verbal communication skills required
Strong Microsoft (Excel, Outlook, etc.) skills with the ability to learn additional software programs.
Handle several tasks and responsibilities simultaneously
Strong presentation skills to present technical information to different audiences
Persuade and negotiate via phone, in person, build and give effective presentations
Interact professionally representing the Volvo brand with employees and customers in a Volvo retailer
Ability to assess and identify actionable outcomes to improve support for our retailers
