Technical Service Manager
Shippensburg, PA, US, 17257
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
Would you like to help us build tomorrow?
Are you passionate about customer success? Would you enjoy working with a team of enterprising people who motivate themselves and those around them to develop personally and professionally?
Our organization is built by people and great teamwork. We are a truly global company, and we believe in the advantage of diversity. Together, we create a workplace that brings the best out of everyone. Here at Volvo Construction Equipment (VCE), we are motivated by the idea that with imagination, hard work and innovation we will lead the way towards developing a world that is cleaner, smarter, and more connected. We believe in a sustainable future.
The Technical Service Manager drives dealer technical readiness, service capability, and customer uptime within an assigned geographic area of responsibility. Works with dealers to develop the people, processes, tools, and technical competence required to independently resolve customer issues and support Volvo products. Provides technical leadership for complex escalations, coordinates cross-functional resources, and drives quality improvement through structured product feedback and formal escalation processes.
Roles and Responsibilities
Dealer Readiness & Support:
- Identify dealer technical competence gaps and guide appropriate training, tooling, staffing, and service process improvement strategies.
- Reinforce dealer technical support best practices and support dealer service process maturity to improve efficiency, independence, and overall customer experience.
- Develop dealer capability to independently diagnose, troubleshoot, and resolve product issues through coaching, knowledge sharing, and technical guidance
Technical Leadership:
- Lead investigation and resolution of complex product problems, escalated technical issues, and machine-down situations that require regional or product-level support.
- Serve as a liaison between dealers, Region North America, Aftermarket Services Technology, and Product Platforms to ensure clear communication and timely technical resolution.
- Coordinate field, regional, and product technical resources to support issue investigation, root cause analysis, and resolution.
- Provide technical leadership for critical customer situations while developing dealer capability and promoting long-term dealer self-sufficiency.
Quality & Product Improvement:
- Identify systemic failures within the assigned geographic area of responsibility and drive formal quality escalation through QCINs, Quality Cases, and structured product feedback
- Support execution and completion of product updates, campaigns, field testing, and quality launch activities as assigned.
- Document product problem resolutions, technical recommendations, dealer support needs, and daily activities through approved reporting processes.
Goodwill:
- Own the Technical Goodwill process within established guidelines and policies
- Provide technical review of Commercial Goodwill requests as part of the approval process
Key Skills
- Dealer readiness assessment and capability development
- Coaching, mentoring, and technical knowledge transfer
- Conflict resolution and stakeholder management
- Negotiation and commercial decision-making
- Technical leadership and escalation management
- Complex product diagnostics and problem resolution
- Root cause analysis and quality improvement
- Volvo systems, diagnostic tools, and Microsoft applications
Who are you?
Do you dream big? We do too, and we are excited to grow together. In this role, you will bring the following:
Required Knowledge, Experience, and Education:
- Two-year college degree in a relevant field required, four-year college degree or equivalent in relevant field preferred
- Minimum of five years relevant product experience in same or related industry required.
- Minimum of five years relevant systems experience in hydraulics and electrics / electronics in the same and /or related industry required.
Additional Important Requirements:
- Valid passport and driver’s license and willingness to travel internationally as business needs require.
- Up to 80% travel, including overnight and short-notice travel.
- Strong communication, presentation, and coaching skills, with the ability to engage technical and non-technical audiences and translate complex technical issues into clear, actionable information
- Skilled at balancing critical customer issues with long-term dealer development.
What’s in it for you?
We are pleased to offer a solid package of compensation and benefits. You will enjoy:
- Competitive base pay
- Comprehensive medical, dental and vision insurance
- Generous PTO
- Tax deferred retirement plans, varied by business; 401(K) with company match
- Global organization with expansive career growth opportunities
- Volvo Group University for professional and personal development
- Workplace health/wellness and reimbursement programs
- On-campus fitness center and café
- Avid approach to Sustainability
- Culture with a passion for Diversity, Equity, and Inclusion for all
- We also offer an array of additional benefits and programs that make today’s challenging reality of combining work and personal life easier. We will gladly share this information and more at any time during the interviewing process or as part of your offer letter.
Ready for the next move?
• If you are curious to explore how we put our words into actions, follow us on LinkedIn and volvogroup.com.
• Are you excited to bring your skills and disruptive ideas to the table? We can’t wait to hear from you. Apply today!
We value your data privacy and therefore do not accept applications via mail.
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.
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 salary range is set at $96,000 - $118,500, 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.
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.
Part of Volvo Group, Volvo Construction Equipment is a global company driven by our purpose to build the world we want to live in. Together we develop and deliver solutions for a cleaner, smarter, and more connected world. By unleashing everyone’s full potential, we build a more sustainable future for all our stakeholders. Come join our team and help us build a better tomorrow.
Nearest Major Market: Harrisburg