Key Customer Support Spec.-Marine Commercial

What you will do

The Product & Customer Support Department for Volvo Penta North America headquartered in Chesapeake, Virginia—is responsible for technical support, warranty administration and customer relations for gasoline and diesel engine products for authorized Original Equipment Manufacturers (OEM), dealers as well as end users. Distribution of technical information, authorization of major warranty repairs, claim and registration processing, and resolution of customer issues are the primary functions of this department.
 
We are currently looking for a Key Customer Support Specialist to join our amazing team here in Chesapeake, dedicated to supporting marine commercial products.

In this role, you will be a senior member of the Product Support team providing information regarding the application, troubleshooting, and repair of Volvo Penta Industrial engines and transmissions to industrial OEMs, Industrial distributors, key industrial dealers and internal Volvo Penta personnel. In this position, you will also be in a position to help the company develop and implement support processes for new technologies such as electro-mobility, connectivity, and remote diagnostics.

Some of your core responsibilities will include:

• Respond to requests for information and provide advanced technical assistance via phone, eService, or on-site when required, to industrial OEMs, distributors, key dealers and internal VPA personnel to support customer satisfaction and business growth.
• Taking a leadership role and acting as a liaison between industrial OEMs, distributors and key dealers and Product and Manufacturing Engineering, identifying quality issues and providing data to resolve them through a quality case management process.
• Advising and assisting Industrial OEMs, distributors, key dealers and internal VPA personnel as to correct Volvo Penta Warranty policy and procedures and assisting with warranty claims requiring pre-authorization.
• Assisting with the creation and implementation of Service and OEM bulletins and campaigns, and promoting the use of Volvo Penta Partner Network (VPPN) and Argus case management.
• Providing specialized training to Industrial OEMs, distributors, key dealers and internal Volvo Penta personnel, as well as new hires within the Technical Support and Field Service departments.

This position will require some travel (25%) both domestically and internationally.

Who are you?

To be successful in this role, we need someone:

• Who has “subject matter expert” level knowledge of troubleshooting and repair of industrial diesel power products to include comprehensive knowledge of industrial engines and control systems.
• Who has knowledge, experience and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.
• With in-depth understanding of industrial trade practices and activities from direct experience, or extensive industrial distributor or dealer interaction.
• Able to work independently without direct supervision, and manage multiple objectives and cases at one time while also acting as a mentor to others within the department

As with Most Companies, You Also Need the Following...

• Strong experience with Microsoft Excel, PowerPoint, Word and Outlook, and familiarity with database programs.
• Demonstrated interpersonal skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners and other stakeholders
• Can read, write, understand and speak English. Bilingual (English plus Spanish, Swedish, French, etc.) a plus 

We’re Looking for the Following Education and Experience:

• An Associates’ degree or Certificate in Diesel or Industrial Mechanics; or equivalent combination of education and experience.  A bachelor’s degree is preferred.
• A minimum of 4 years’ industrial engine OEM, distributor, or dealer technical experience
• Strong mechanical expertise in troubleshooting, repair, overhaul and installation of industrial products
• Experience and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.
• Experience with Volvo Penta products is preferred.

Physical requirements:

• Standing; walking; sitting;
• Lifting and/or move up to 25 pounds
• Can sustain long or irregular work hours occasionally 

Ready for the next move?

Other Considerations: 
To qualify, applicants must be currently legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status 
  
This job is an on-site position in Chesapeake, Virginia however we provide some flexibility based on Volvo Group work principles and coordination with your manager 
  

Expected Competence at Work: Employees in Volvo Penta are required to meet and/or develop to the following competencies:

• Respect: You trust, respect and provide equal attention to those around you.
• Collaborative: You build partnerships and work collaboratively with others to meet objectives
• Trust: You gain the confidence and trust of others through honesty, integrity and authenticity
• Stakeholder Management: You can engage with others effectively no matter their role
• Self-Development: You seek new ways to grow and be challenged using different ways of learning
• Change Management: You know others respond to change differently and you support with empathy
• Influencing: You help colleagues by sharing your ideas and ensure that your message is clear
• Strategic mindset: You see future possibilities ahead and can translate them into new strategies
• Networking: You build formal and informal relationships across the organization proactively
• Accountability: You take responsibility and own up to commitments.
• Manage ambiguity: You can operate effectively even when things are not certain or clear
• Customer focus: You deliver customer-centric solutions

If you are interested in being part of a team focused on innovation and success, and feel that this opportunity is for you, we invite you to apply to become Key Customer Support Specialist with our team. We look forward to meeting you!