Product Technical Support Specialist, Marine

Our Organization

Volvo Penta North America (VPNA) delivers power solutions for marine and industrial applications. As part of the Volvo Group, we combine proven technology with deep expertise to support customers across a wide range of industries. From commercial and leisure marine vessels to data centers, construction, mining, and agriculture, VPNA is helping shape the future through diesel and gas engines, electrification, and integrated power and energy solutions. With North America as a key growth market for Volvo Penta, this is an exciting time to be part of the business.

Your Future Team 
Our team works collaboratively across VPNA, Volvo Group, dealers, OEMs, and customers throughout North America. We value transparency, curiosity, reliability, accuracy, service-mindedness, and integrity. In a dynamic international environment, we use deep technical expertise in marine and industrial engines to resolve customer cases quickly and accurately.

About the Role

In this role, you will work with technical support requests from dealers, OEMs, customers, and colleagues related to Volvo Penta marine and industrial engines, electric and hybrid drive systems, transmissions, and control systems. Using case management tools, phone, email, and other communication channels, you will support application, troubleshooting, and repair needs across the full product range. This position reports to the Manager, Technical Services and is based on-site in our Chesapeake, Virginia office.

Key Responsibilities

• Respond to Volvo Penta authorized dealers with technical and diagnostic support and warranty repair authorizations for all Volvo Penta marine and industrial product lines including engines, electric and hybrid drive systems, transmissions, and electronic control systems
• Enter and maintain clear and complete records of dealer and OEM interactions in our case management system (ARGUS
• Actively support internal and external stakeholders by sharing technical or general product information
• Advise and assist dealers and colleagues with the VPNA Warranty policy and procedures
• Work with the warranty department for claims requiring pre-authorization in compliance with policies
• Identify trends in product quality and provide information to colleagues to support continuous improvement of our products including lines of feedback to field service, trainers, and other teams
• Obtain and maintain comprehensive up-to-date technical knowledge of all new and existing products and our applicable electronic diagnostic tool
• Serve as a go-to technical expert for VPNA colleagues through in-depth technical analysis, diagnostics, and direct customer interaction

Who are you?

Experience and Education 
•    Associate’s degree, 2-year technical certification/degree, or other relevant certification; or equivalent combination of education and experience. Certifications in engine service and repair are especially helpful
•    Minimum 2 years of hands-on experience with engines, especially in heavy equipment and/or marine applications, is preferred
•    Minimum 1 year of experience in a customer facing environment. Corporate or B2B experience preferred
•    Knowledge of troubleshooting and repair of marine or industrial engines 
•    Knowledge of marine and/or industrial service trade practices and activities via direct experience or hands-on education/training 
•    Knowledge of primary electronic diagnostic troubleshooting equipment a plus 
•    Regular day-to-day experience with Microsoft products (Outlook, Teams, Excel, PowerPoint, etc.) 
•    Demonstrated people skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners, and other stakeholders 

Ready for the next move?

Expected competence at work:
Employees work within the foundation of the Volvo Group Code of Conduct and Volvo Group Values. More specifically, employees in Volvo Penta are required to meet and/or develop 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 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 recognize others respond to change differently and you support adoption with empathy and planning
• Influencing: You help colleagues by sharing your ideas and ensure your message is clear
• Strategic mindset: You see future possibilities and translate them into strategy and tactical execution plans
• Networking: You build formal and informal relationships across the organization proactively
• Accountability: You take responsibility and follow through on commitments
• Manage ambiguity: You operate effectively even when things are not certain or clear
• Customer focus: You deliver customer-centric solutions and keep the dealer experience front and center
   

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 onsite position with flexibility based on Volvo Group work principles and coordination with your manager.

Physical Requirements:
While performing the duties of this job, the employee may be required, with or without reasonable accommodation, to: Stand, walk, or sit, sometimes for prolonged periods

• Balance, stoop, kneel, crouch, or crawl
• See, speak, and hear, including distinguishing visual and audible signals necessary for safety and effective communication
• Use hands or fingers to handle or feel objects, tools, or controls
• Work in a cubicle in an office environment
• Reach with hands and arms to access products, tools, and controls
• Lift, move, or carry up to twenty (20) pounds unassisted
• Have stamina for on-site work including occasional extended hours, sometimes weekends

This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list of duties or responsibilities.