Fleet Technical Support Specialist

What you will do

Would you like to help us build tomorrow?

Are you passionate about customer success and helping our dealers and customers learn and grow? Our team works to provide our dealers with excellent solutions through our product knowledge, relationships, and world class dealer technical support services.

Mission/Purpose of Job

Deliver expert diagnostic, service, and programming support to dealers, Volvo Group personnel, and

key fleet customers, ensuring the efficient resolution of technical issues for North American truck

brands (Volvo/Mack). To facilitate accurate repairs and major component replacements through

guidance, approvals, and specialized support for new products and features, ultimately enhancing

vehicle performance, reliability, and customer satisfaction.

Key Responsibilities/Accountabilities

· Provide diagnostic, service, and programming support to dealers, Volvo Group personnel, and key fleet accounts for North American truck brands (Volvo/Mack) with special focus on fleet accounts.

· Serve as the first point of contact for Fleet Technical Support via eService and mailbox.

· Offer guidance, approvals, and instructions for repairs and major component replacements (engines, transmissions, differentials).

· Support new products and features, including reporting to engineering for containment.

· Assist dealer and fleet technicians in vehicle servicing to maintain product integrity.

· Promote initiatives focused on vehicle uptime, first-time fix, and cost efficiency.

· Manage multiple service cases, providing diagnostics and repair strategies.

· Use internal systems and data warehouses to support repairs and diagnostics.

· Support dealers and fleets in resolving customer issues and special requests.

· Update vehicle software and reflect changes in the vehicle database.

· Collaborate with engineering on root cause analysis and documented solutions.

· Work with internal teams to resolve cases and monitor product support functions.

· Record activities in case management systems for tracking and reporting.

· Ensure repairs comply with warranty policies for dealers, fleets, and aftermarket personnel.

· Perform all other tasks assigned by management

Who are you?

Critical Competencies

· Analytical thinker with a focus on business and customer needs.

· Skilled problem solver with excellent communication abilities.

· Proficient in computer and phone systems.

· Capable of conceptual thinking and flexibility in approach.

· Self-motivated with a strong desire to seek information and learn from experience.

· Demonstrates self-control and effective teamwork.

· Mechanical aptitude with knowledge of vehicle functions and design.

· Familiar with software design and CAN protocols.

Essential Education/Training and Certificates

· Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel).

· Master Tech Certification (current or recent) beneficial

Preferred Experience and Knowledge

· 10 years of experience in Heavy Duty Truck diagnostics and repair preferred.

· 5 or more years of experience in heavy truck electronics and engine diagnostics preferred.

· Customer service experience

· Proficiency in Spanish or French is advantageous but not mandatory

Other

· Occasional travel could be expected in this role.

· Interpersonal skills, both written and oral, are required

Ready for the next move?