Key Customer Support Spec.-Marine Commercial

Volvo Group • Chesapeake, VA

3d • Onsite

About The Position

The Product & Customer Support Department for Volvo Penta North America, headquartered in Chesapeake, Virginia, is responsible for technical support, warranty administration, and customer relations for gasoline and diesel engine products for authorized Original Equipment Manufacturers (OEM), dealers, and end users. The distribution of technical information, authorization of major warranty repairs, claim and registration processing, and resolution of customer issues are the primary functions of this department. This role is for a Key Customer Support Specialist dedicated to supporting marine commercial products. The specialist will be a senior member of the Product Support team, providing information regarding the application, troubleshooting, and repair of Volvo Penta Industrial engines and transmissions to industrial OEMs, Industrial distributors, key industrial dealers, and internal Volvo Penta personnel. This position will also help the company develop and implement support processes for new technologies such as electro-mobility, connectivity, and remote diagnostics.

Requirements

• Subject matter expert level knowledge of troubleshooting and repair of industrial diesel power products, including comprehensive knowledge of industrial engines and control systems.
• Knowledge, experience, and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.
• In-depth understanding of industrial trade practices and activities from direct experience, or extensive industrial distributor or dealer interaction.
• Able to work independently without direct supervision, and manage multiple objectives and cases at one time while also acting as a mentor to others within the department.
• Strong experience with Microsoft Excel, PowerPoint, Word, and Outlook, and familiarity with database programs.
• Demonstrated interpersonal skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners, and other stakeholders.
• Can read, write, understand, and speak English.
• An Associates’ degree or Certificate in Diesel or Industrial Mechanics; or equivalent combination of education and experience.
• A minimum of 4 years’ industrial engine OEM, distributor, or dealer technical experience.
• Strong mechanical expertise in troubleshooting, repair, overhaul, and installation of industrial products.
• Experience and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.

Nice To Haves

• A bachelor’s degree is preferred.
• Experience with Volvo Penta products is preferred.
• Bilingual (English plus Spanish, Swedish, French, etc.) a plus.

Responsibilities

• Respond to requests for information and provide advanced technical assistance via phone, eService, or on-site when required, to industrial OEMs, distributors, key dealers, and internal VPA personnel to support customer satisfaction and business growth.
• Take a leadership role and act as a liaison between industrial OEMs, distributors, and key dealers and Product and Manufacturing Engineering, identifying quality issues and providing data to resolve them through a quality case management process.
• Advise and assist Industrial OEMs, distributors, key dealers, and internal VPA personnel regarding correct Volvo Penta Warranty policy and procedures and assist with warranty claims requiring pre-authorization.
• Assist with the creation and implementation of Service and OEM bulletins and campaigns, and promote the use of Volvo Penta Partner Network (VPPN) and Argus case management.
• Provide specialized training to Industrial OEMs, distributors, key dealers, and internal Volvo Penta personnel, as well as new hires within the Technical Support and Field Service departments.

Benefits

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree