Truck Diagnostics Support Specialist

About the position

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure 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. 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.

Responsibilities

• 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 and procedures and meeting both quality and 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.

Requirements

• Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel).
• Master Tech Certification (current or recent) beneficial.

Nice-to-haves

• 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.
• Interpersonal skills, both written and oral, are required.

Benefits

• Competitive medical, dental and vision insurance.
• Generous paid time off including paid caregiver and parental leave policies.
• 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.