Director, Technical Support Services
Location:
Greensboro, NC, US, 27409
Position Type: Professional
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
What you will do
Help Us Build Tomorrow
Are you passionate about customer success and helping dealers and customers learn, grow, and succeed? Our team delivers world-class dealer technical support services by combining strong product knowledge, trusted relationships, and practical solutions that improve our customers' experience.
Mission/Purpose of the Job
The mission for this role is to lead the Uptime Technical Services teams. This scope includes our Dealer Technical Support, Parts Technical Services, and Bodybuilder Support teams. The goals are to deliver high-quality, proactive services in partnership with the dealer network and drive our strategic goal of being #1 in customer satisfaction for our products and in our services support.
This position directs activities that support both Mack and Volvo brands, creating an aftermarket competitive advantage with a focus on reducing customer downtime, improving team efficiency, and strengthening key deliverables for Uptime initiatives. This leader drives adoption of technologies and tools within the team for optimal dealer and customer experiences that align with and drive our Aftermarket Sales and Solutions strategic objectives. Continuous improvement tools and methodologies are the foundation to success.
Key Responsibilities and Accountabilities
Lead and develop teams: Provide effective, inspiring leadership to managers and individual contributors focused on dealer support, technical support, parts technical support, and bodybuilder operations. Build employee capability through development, progression, and succession planning.
Ensure process compliance: Oversee process management and surveillance activities to support compliance with Volvo Group requirements and applicable country, state, and local regulations, including e-service requirements.
Strengthen feedback channels: Establish strong relationships with internal and external partners to leverage case data, identify improvement opportunities, and enhance technical, parts technical, and bodybuilder support functions.
Support field and aftermarket teams: Provide proactive guidance to field service personnel and support Aftermarket teams with cross-functional activities, including product quality concerns, dealer requests, and related priorities.
Enable capability and efficiency: Ensure teams have current training, tools, and technology to maintain a cost-competitive advantage for Mack and Volvo while improving team efficiency.This includes all new product and mandatory trainings as well as the execution of new tools and technologies to drive dealer autonomy and technical support.
Drive consistent outcomes: Maintain a focus on high-quality output and predictable, repeatable outcomes for dealers and customers.
Partner with Commercial teams: Support Commercial groups to promote cooperation and ensure dealer and customer commitments are met.
Manage reporting and operational support: Ensure accurate expense tracking and reporting for Technical Support activities and provide EBD and Inspection Report support for operations teams. Identify key executive and operational metrics to drive 99% availability to our customers.
Monitor performance: Develop and track KPI targets that balance dealer and parts support needs while improving Uptime performance. Benchmark with global colleagues to share best practices and standard procedures.
Build dealer and customer relationships: Establish and maintain strong dealer and customer relationships by providing exceptional service, supporting their business needs, executing corporate strategies, and identifying opportunities for competitive advantage.
Represent Uptime Operations: Support the Program and Process team by representing Uptime Operations in new product initiatives.
Who are you?
Critical Competencies
Lead with passion: Value and respect the ideas of others, demonstrate empathy and genuine care, and foster an inclusive environment where everyone is engaged.
Perform with purpose: Set clear goals and expectations through open, authentic, and frequent communication. Empower the team to make decisions, recognize success, learn from mistakes, and deliver meaningful results for employees and customers.
Transform with vision: Seek better ways of working, embrace change, and apply a sustainability mindset to decisions and outcomes.
Customer focus: Understand and meet customer needs while addressing the interests and concerns of organizational stakeholders.
Teamwork: Build cooperation across individuals and departments by sharing information and resources to achieve shared goals and outcomes.
Flexibility: Perform a wide range of tasks, respond effectively to changing priorities, and accept new challenges, responsibilities, and assignments.
Problem solving and decision making: Use a structured approach to solve problems and take action despite obstacles or resistance.
Technical and functional expertise: Maintain broad, in-depth, and current knowledge of relevant technical, business, and professional fields.
Planning and organization: Apply process management concepts to strategic planning. Align future goals and objectives with available resources, data, and action plans, and deliver solutions with urgency.
Communication: Listen effectively, share information clearly and accurately, and seek feedback in a constructive, non-defensive manner.
Creativity and innovation: Reframe traditional thinking and apply new ideas, methods, designs, and technologies to improve outcomes.
Delegation: Achieve objectives through others by providing appropriate authority, responsibility, and space for team members to deliver results.
Employee development: Provide direction, opportunities, and support that help employees strengthen their professional capabilities.
Minimum Education and Experience
Bachelor's degree in Business or Engineering required.
MBA preferred.
7+ years of experience in the heavy truck or a related industry preferred.
Dealer, fleet, or OE service department experience preferred.
Heavy-duty truck warranty knowledge or understanding preferred.
Project management and continuous improvement experience a plus.
Ready for the next move?
At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company's growth. For this position, the base pay is set at $159,900 - $197,500 annually, and where applicable, bonus eligible.? The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.
In addition to a solid package of compensation and benefits, plus you will enjoy:??
Competitive medical, dental and vision insurance.
Generous paid time off.
Competitive matching retirement savings plans.
Working environment where your safety, health and wellbeing come first.
Focus on professional and personal development through Volvo Group University.
Programs that make today's challenging reality of combining work and personal life easier.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group's leading brands and entities.
Applying to this job offers you the opportunity to join Volvo Group . Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. ?We are passionate about what we do, and we thrive on teamwork. ?We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.
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.
Job Category: Sales & Services
Organization: Mack Trucks & Volvo Trucks
Travel Required: Occasional Travel
Requisition ID: 33945
View All Jobs (https://jobs.volvogroup.com/?locale=en_US)
Do we share the same aspirations?
Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.
Joining Volvo Group, you will work with some of the world's most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.
Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.
If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.
Nearest Major Market: Greensboro
