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Service Manager, Volvo Bus Hong Kong

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Volvo Bus Asia Pacific is one of the leading clusters within Volvo Bus Corporation (VBC) and has a proud history of profitability and growth. It is responsible for Bus vehicle and Service sales business, partnership with Volvo’s own and private importers, key customers and body build partners, and progress of the Volvo Buses total business within the region.

We are looking for a technically competent and passionate individual to join the Volvo Bus Hong Kong team as Service Manager, Hong Kong.

Reporting to the Market Manager, Hong Kong, the Service Manager, Hong Kong has the overall responsible for technical and service support for Volvo products to key customers and dealers.

The incumbent will also guide and liaise with key customers and dealers to ensure customer satisfaction through delivery of prompt, customer-focused and high-quality technical solutions in a timely manner thus ensuring uptime of bus operations.

Technical Service:
  • Manage service team to provide technical solutions and support to key customers and dealers’ service/technical queries and operational issues in a timely manner.
  • Support with troubleshooting, technical requests and escalations and conduct field investigations, if required.
  • Develop and enrich relations with key customer, dealers and suppliers in the Hong Kong bus market
  • Partake in scheduled monthly or quarterly technical service meetings with customers and dealers and follow-up on issues raised
  • Proactively monitor field service issues, including escalation of repeated failure, leading to submission of technical case which can lead to improved solutions (campaigns) to help improve product quality.
  • Liaise with Volvo Headquarters and other technical teams for swift solutions on technical service issues affecting customer operations.
  • Perform connected-vehicle data analysis to enhance & broaden customer value proposition.
  • People Management - Manage Volvo Bus Hong Kong service personnel.
Monitor & Reporting:
  • Warranty management – Analysis and review of claims & budget for Hong Kong market.
  • Monthly submission of top 5 quality and service meeting and required items.
  • Ensure APAC Key Focus Areas (KFA) targets are monitored and maintained
  • Monitor new campaign releases and ensure campaigns are implemented on vehicles in a timely manner.
Service Systems support:
  • Be the super user for selected Volvo service-related systems within the market.
Others
  • Warranty and service data analysis / Review warranty / goodwill budget
  • Train, upskill and provide technical support to customer, team and dealer network in Hong Kong.
  • Coordinate with Vehicle Delivery team for balancing between technical support and vehicle Pre-delivery Inspection (PDI)/acceptance
  • Other ad-hoc duties as requested by the Market Manager.

Critical Competencies and Experience for the position
  • A technical service professional with 6 to 10 years’ experience in the bus / truck industry. Candidates who have electromobility product experience will be preferred.
  • Strong hands-on problem-solving experience with in-depth technical and electrical knowledge.
  • Good understanding of the commercial vehicle industry and the commercial service market - Volvo products, competition and their products, customer requirements, market trends etc.
  • Good service, workshop, and customer facing process knowledge.
  • Customer-focused, excellent client communications skills to work and build relationships with key customers, new dealers, business partners and internal team.
  • Ability to learn on the fly, work in a cross-functional, multi-cultural team and adapt to challenging environments.
  • Proven ability to lead and coach people.
  • Experienced in conducting training and develop training plans.
  • Good verbal and written communication skills.

Qualifications
  • Bachelor’s Degree in Mechanical, Electrical or Technical Engineering or related qualifications
  • Experience in working with technology and productivity tools including MS Office, Excel & PowerPoint

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success. 
www.volvogroup.com/career. 

The transportation industry is transforming at a higher pace than ever before. Very much driven by electromobility, connectivity and digitalization, new business models and opportunities to create value for our customers and society are evolving. If you think this sounds exciting and want to be part of a company committed to take a leading position in this transformation, we have an opportunity for you!

Volvo Buses is one of the world’s leading bus manufacturers, with a strong focus on driving prosperity through transport solutions. The product range includes complete transport solutions, city buses, intercity buses and tourist coaches, as well as services in financing, vehicle servicing, diagnostics, productivity and traffic information. Volvo Buses is part of Volvo Group, one of the world’s leading manufacturers of trucks, buses and construction equipment as well as drive systems for marine and industrial applications.

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