Senior Manager, Technical Support
- Monitor the high priority fault codes of product in Uptime Center, provide most effective and efficient solution to solve the machine problem;
Maintain the technical support process and quality feedback process, answer TS calls within time frame;
Handling of technical queries & distribute all technical (SB, ST, PSI) information to internal and external customers dissemination;
Support dealers handling critical machine down case by providing technical solution and troubleshooting methodology, coordinate the parts logistic process for urgent case;
Investigate, diagnose, and report on product repetitive failures, and develop containment solution to minimize market impact;
Develop working plans of Campaign and Product Update, coordinate parts preparation and dealer training when necessary, and follow up the completion rate in due time;
Judge service and part claims promptly and make the most appropriate judgment;
Develop dealer technical support operation capability;
Coordinate field surveys with specialists from R&D, Purchasing and manufacture;
Conduct site inspection for incident issues and communicate with each internal stakeholder for final resolution
Provide parts stock recommendations according to product life-cycle;
Organize monthly technical support meeting and Brush-up meeting;
Be sponsor of dealer technical support council and develop road map and action plan;
- Support or lead related aftermarket project;
- Other works assigned by company;
- University degree in related field
- Proven leadership abilities
- Market Knowledge
- Product technical knowledge
- Computer skills
- Sensitive to dealers & customers’ expectations
- Good business sense, good understanding of business process
- Communication and proven people skills
- Fluent verbal and written in English
Volvo Construction Equipment is a global company driven by passion, curiosity and by our purpose: to build the world we want to live in. We believe that only through imagination and teamwork can we develop a world that is cleaner, smarter and more connected. Our company culture reflects this belief through the care and trust it places in our customers, employees and suppliers. People are at the heart of our business. It is through our strong network of talented, enquiring and innovative minds that we have been able to pave the way towards a more sustainable future. The global construction industry is our arena and our employees are our greatest assets.
We can only continue to stand out as industry leaders through the people driving us forwards. Come be a part of our team and help us build tomorrow.
We want to get to know you
An email confirmation will be sent as soon as you submit your application. After this, it is still possible to update your personal profile.
If selected for an interview, you will be contacted with information about the following process steps: second interview, assessments and references.
All candidates will be notified when a final candidate is selected for the job. You can choose for us to keep your resume in our database and activate a search agent that will look for other jobs that match your profile.
When you begin your employment, you will receive an introduction to help you quickly become part of the team and start working with your tasks in the best possible way.