Product Technical Support Specialist, Marine

Volvo Group • Chesapeake, VA

11d • $72,600 - $89,700 • Onsite

About The Position

In this role, you will work with technical support requests from dealers, OEMs, customers, and colleagues related to Volvo Penta marine and industrial engines, electric and hybrid drive systems, transmissions, and control systems. Using case management tools, phone, email, and other communication channels, you will support application, troubleshooting, and repair needs across the full product range. This position reports to the Manager, Technical Services and is based on-site in our Chesapeake, Virginia office.

Requirements

• Associate’s degree, 2-year technical certification/degree, or other relevant certification; or equivalent combination of education and experience. Certifications in engine service and repair are especially helpful
• Minimum 1 year of experience in a customer facing environment. Corporate or B2B experience preferred
• Knowledge of troubleshooting and repair of marine or industrial engines
• Knowledge of marine and/or industrial service trade practices and activities via direct experience or hands-on education/training
• Regular day-to-day experience with Microsoft products (Outlook, Teams, Excel, PowerPoint, etc.)
• Demonstrated people skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners, and other stakeholders
• Applicants must be currently legally authorized to work in the United States and should not require, now or in the future, sponsorship for employment visa status.

Nice To Haves

• Minimum 2 years of hands-on experience with engines, especially in heavy equipment and/or marine applications, is preferred
• Knowledge of primary electronic diagnostic troubleshooting equipment a plus

Responsibilities

• Respond to Volvo Penta authorized dealers with technical and diagnostic support and warranty repair authorizations for all Volvo Penta marine and industrial product lines including engines, electric and hybrid drive systems, transmissions, and electronic control systems
• Enter and maintain clear and complete records of dealer and OEM interactions in our case management system (ARGUS)
• Actively support internal and external stakeholders by sharing technical or general product information
• Advise and assist dealers and colleagues with the VPNA Warranty policy and procedures
• Work with the warranty department for claims requiring pre-authorization in compliance with policies
• Identify trends in product quality and provide information to colleagues to support continuous improvement of our products including lines of feedback to field service, trainers, and other teams
• Obtain and maintain comprehensive up-to-date technical knowledge of all new and existing products and our applicable electronic diagnostic tool
• Serve as a go-to technical expert for VPNA colleagues through in-depth technical analysis, diagnostics, and direct customer interaction

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: Mid Level
• Education Level: Associate degree