Application Support IT Associate

Description

The Dealer Support Center (DSC) is the responsible area for all IT service requests related to the Volvo Group Dealerships.

Offering support for all the Group's brands (Volvo Trucks, Renault Trucks, Mack Trucks, etc.), the DSC is located in Bangalore, Beijing, Curitiba, Ghent, Gothenburg, Greensboro, and Wroclaw, and is globally recognized for its expertise in the aftermarket business areas. 

This specific position is for the Dealer Support Center Latin America (DSC LA), located in the city of Curitiba. DSC LA is responsible for all Latin American markets, including Argentina, Colombia, Peru and Chile.

We are looking for / Required Skills:

• An individual with bachelor’s degree in information technology. Other business graduations may be considered in case there are proven experience in aftermarket/end customer areas.
• Someone with knowledge of the automotive aftermarket segment, especially regarding billing, warranty, inventory management, and maintenance planning.
• Fluent in English and Spanish.
  • When we specify "fluent," we mean C2 level or native. C1 level may be acceptable in some cases, but below this level, the candidate will unfortunately have to be rejected.
• The candidate needs to have proven analytical skills, a willingness to help customers, and problem-solving skills.
• Demonstrate a proactive profile.
• Someone used to work with the markets of Peru, Argentina, Chile, and Colombia, understanding the cultural aspects and contexts of these markets.
• A professional motivated to solve problems and who enjoys challenges, sometimes in a somewhat pressured environment, but who understands that their work has a great purpose for the development of Volvo Group's business.

Your day-to-day responsibilities will be:

• Attend to various aftermarket IT system support requests by phone and Customer Portal from Volvo Group dealership employees.
• Analyze cases through troubleshooting to provide solutions that maximize the operational sales and post-sales process.
• Transfer and escalate cases to second-level teams, following ITIL premises.
• Conduct end-to-end follow-ups with the user and second-level teams through frequent follow-ups.
• Create and implement internal and external process improvements through Kaizens and Agile methodologies.
• Contribute to strategic business objectives through actions that improve our Services.
• Manage all Second Shift cases.
• As we serve all Latin American countries, there will be work shifts on the Brazilian holiday calendar.

We offer:

• An inclusive environment that promotes diversity.
• Knowledge platforms for personal development, such as PluralSight and Udemy.
• Exclusive Volvo benefits package and salary compatible with the required skills.

This selection process will be conducted with the support of the consulting firm Ewave.

At Volvo do Brasil, we value the candidate experience and collaborate with approved partners to ensure a professional selection process aligned with our values.
 
We reaffirm our commitment to protecting the personal data of all participants, in full compliance with the Brazilian General Data Protection Law (LGPD). Our goal is to provide a safe and respectful experience at every stage of the process.