What are the responsibilities and job description for the Critical Incident Coordinator position at Volvo Cars?
Everything we do starts with people.
Our human-centric focus is what makes us different from all other car companies, and it’s at the heart of everything we create. If you want to join us in our mission to make people’s lives less complicated, we offer you a chance to grow together with talented people who want to make a true difference.
Job Summary: Maintains Volvo policies and goals in critical case handling for Alleged Product Failures, Subrogation demands, and CCPA inquiries/filings.
Principal Responsibilities:
- Ensures proper handling of critical case issues (APFs) through investigations, field coordination, and direct customer contact as pertains to the appropriate action.
- Coordinate vehicle inspections for alleged product failures and critical incidents with Retailer Technical Staff
- Maintain communication and expectations between customer and Volvo
- Interview customers and/or witnesses to determine what effect, if any, atmospheric, traffic, road conditions, etc. may have influenced the incident
- Interacts with Customer Service staff and Regional personnel to achieve optimum results in individual case handling.
- Manage and optimize APF data gathering format and information for accurate TREAD reporting
- Ensures proper handling of Subrogation demands through investigation, field coordination, and negotiation.
- Review, complete and deliver the CCPA report to the customer
- Coordinate communication from customer and Data Protection team for California Consumer Protection Act
- Manage NHTSA review of cases and reporting
Job Specifications:
Knowledge:
Comprehensive knowledge of customer service, Volvo product, and Volvo organization.
Broad knowledge of automotive business - including strong product knowledge.
Competencies/Abilities:
Proven, effective negotiator; analyzes issues systematically using sound, logical judgment to choose appropriate course of action. Strong written skills and presentation skills are required. Ability to multi-task through the use of multiple systems. Recognizes need for teamwork and cross organization collaboration and resolves conflict in win-win manner. Works with colleagues to head off potential conflict of goals, duplication of efforts, or waste of resources. Understands the internal and external environment of Volvo. Makes appropriate decisions, exhibits sound judgment, persists in getting things accomplished. Keeps others informed; keeps channels of communication open. Ability to utilize computer programs to communicate, analyze, track trends, and review relevant information.
Who are we?
Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.
Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.
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