EMS Coordinator I

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.
Our technology sets the standard – our people make the difference all day every day
Mission/Purpose of the Job
The person in this function works as a team member to ensure that a problem of transport continuity, are handled in an efficient and timely manner and one in which customers will utilize services in the future.

Key Responsibilities/Accountabilities
  • Professionally and promptly respond to incoming breakdown calls
  • Perform proper data entry per the job functions
  • Perform proper data base searches for dealers, repair facilities, etc.
  • Ensure that all required computer including Internet and phone system interactions are fulfilled
  • Ensure promises made to callers are fulfilled to their satisfaction
  • Ensure that all customer interactions are according to documented procedures
  • Provide technical specification and/or warranty information assistance to repairing partners and customers
  • Provide parts assistance to repairing partners and customers
  • Manage all complaints during coordination
  • Perform online inbound credit card functions
  • Perform inbound ComCheck functions
  • Actively participate in the constant development of the team including its working procedures and its working environment
  • Develop and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities
  • Take on additional tasks as needed to support business needs
Critical Competencies
  • Strong data entry and computer skills
  • Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment
  • Strong interpersonal skills
  • Excellent negotiating skills supported by strong written and verbal communication skills
  • Innovative problem solving, research and analytical skills
Essential Educational and/or Training Qualifications and Certificates
  • Bachelor’s degree is preferred
  • Preferred Experience and Knowledge
  • 1-2 years of customer service / technical support experience preferred
  • Strong verbal and interpersonal communication skills
  • Solid understanding of Microsoft operating systems
The person in this function works as a team member to ensure that a problem of transport continuity, are handled in an efficient and timely manner and one in which customers will utilize services in the future.
Ability to sit for extended periods of time while using a computer and other devices.

About Us

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Mack is part of the Volvo Group, one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Group North America is an Equal Opportunity Employer
We Participate in E-verify

We want to get to know you

Application Process


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.


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