What are the responsibilities and job description for the Technical Support Specialist position at Volvo Cars?
Let's introduce ourselves
We are looking for motivated and driven individuals to provide technical support to retailer technicians and internal customers. Support is provided using strong written, verbal, and face to face communication skills. This position is based in the office and requires occasional travel to resolve difficult customer concerns and travel for training. The candidate will provide the highest quality information and repair methods that comply with Volvo's established repair methods and procedures. This position requires the candidate to work together as part of a local support hub and operate independently when necessary.
What You'll Do
We are looking for motivated and driven individuals to provide technical support to retailer technicians and internal customers. Support is provided using strong written, verbal, and face to face communication skills. This position is based in the office and requires occasional travel to resolve difficult customer concerns and travel for training. The candidate will provide the highest quality information and repair methods that comply with Volvo's established repair methods and procedures. This position requires the candidate to work together as part of a local support hub and operate independently when necessary.
What You'll Do
- Assist Retailer Technicians with guided expert level diagnostics to ensure a prompt vehicle repair
- Analyze, document, and report technical faults found on Volvo products and diagnostic tools
- When necessary, escalate appropriate problems or situations to resolve the concern timely
- Investigate and resolve difficult repair situations by duplicating and testing during development days.
- Evaluate support cases concerning customer complaints, prior warranty repairs, software status, etc.
- Looks for new and innovative solutions to problems and finds creative ways to produce results
- Display a good understanding of the organization's mission, goals, and strategies in daily work
- Travel two to four times per year, both within the US and internationally
- Associate or Bachelor degree preferred, or automotive technical certification considered
- Five years of Automotive experience including electrified vehicles (master technician preferred)
- Electrified vehicle training (Volvo, or other OEM) strongly preferred
- Eight ASE (Automotive Service Excellence) and L1 (Advanced level specialist)
- Work independently and with a team to analyze a problem, identify the root cause, and document the results
- Leadership skills are also a plus, such as a shop foreman or a team leader
- Extensive knowledge of diagnostic procedures, manufacturer specific special tools, and test equipment
- Knowledge of Volvo Repair methods and tools a plus
- Basic knowledge of warranty policy and procedures
- Strong written and verbal communication skills required
- Strong Microsoft (Excel, Outlook, etc.) skills with the ability to learn additional software programs.
- Handle several tasks and responsibilities simultaneously
- Strong presentation skills to present technical information to different audiences
- Persuade and negotiate via phone, in person, build and give effective presentations
- Interact professionally representing the Volvo brand with employees and customers in a Volvo retailer
- Join Volvo Cars and enjoy a comprehensive range of benefits designed with you in mind. Our programs offer choice, flexibility, and exceptional value, including competitive medical, dental, and vision plans, tax-advantaged savings accounts, and a wellness program with discounts and gifts, most of which start on day one of employment. You'll also have access to voluntary benefits and a robust retirement savings plan with employer contributions.
- As part of our commitment to your well-being, we offer The Family Bond by Volvo Cars, a global paid parental leave policy covering all employees, including adoptive, permanent care foster, and surrogate parents. Additionally, employees and their eligible family members can lease a new Volvo at discounted rates through the Volvo Employee Lease Program (VELP). At Volvo Cars, our benefits extend beyond the workplace to enhance your life and support your family.