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Truck Diagnostics Support Specialist

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Mission/Purpose of Job

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.

Key Responsibilities/Accountabilities
  • 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 & procedures and meeting both quality & 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.
Critical Competencies
  • Analytical Thinking
  • Business and Customer Focus
  • Problem Solving
  • Communication
  • Computer and Phone skills
  • Conceptual Thinking
  • Flexibility
  • Information Seeking
  • Initiative (self-motivated)
  • Learning from Experience
  • Self-Control
  • Team working
  • Leadership & Facilitation
  • Mechanical Function & Design
  • Software Design & CAN Protocols

Essential Education/Training and Certificates
  • Associates Degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel).
  • Master Tech Certification (current or recent) beneficial

Preferred Experience and Knowledge
  • 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

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

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.

This job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.


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.


Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.  


By joining our North American Group Truck brands (Volvo & Mack), you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.

Volvo Group North America is an Equal Opportunity Employer


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