Customer Support Manager
Wacol, QLD, AU, 4076
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
Primary Purpose
The key purpose of this role is to provide leadership to the Regional Technical Managers in support to the dealers to ensure velocity and accuracy on quality resolutions through (ASTs), short-term solutions (containment actions and goodwill) and long-term solutions (campaigns) across the Trucks brands, Mack, Volvo, UD and Renault.
The position is a technical expert to lead continuous improvement, manage escalations, and drive a seamless and connection service delivery, to enhance customer satisfaction and ensure compliances & our quality promise.
Key Responsibilities
- Manage and prioritize dealer’s quality issues via DQRs
- Ensure RTMs are capturing all dealer quality issues via Argus with all data to support it to ensure conversion into a MQR
- Detect and investigate product quality issues during and after trucks warranty period
- Manage and approve technical goodwill
- Pursue and promote containment solutions to minimize impact on customer and quality costs
- Support RTMs with technical status on ongoing investigations.
- Continually monitor performance indicators related to DQRs
- Manage Technical Goodwill decisions and associated reporting and communications.
- Ensure all dealers are performing against Services KPIs
- Provide local service information to the Dealer network and field personnel.
- Support National fleet manager by assigning technical ground support within RTM team.
- Region Australia support for Volvo, Mack, UD and Renault brands for VCV, New Zealand, French Polynesia, New Caledonia, Papua New Guinea and other markets in region Australia
- Ensure compliance with Volvo Group Australia Environmental Policy, Quality Assurance
- System and Workplace Health and Safety requirements, and, in general take any reasonable steps and precautions to protect or minimise harm to the workplace, it's employees and environment.
Who are you?
Educational Qualifications
- Trade or Technical qualifications in automotive or mechanical engineering
- Desirable: Degree in Business, Economics or International Business or equivalent
Business Experience & Attributes
- Good understanding of Microsoft suite
- Good virtual technology skills and continuous improvement in IT
- Previous employment with demonstrated tenure advantageous
- Integrity, confidentiality and maturity
- Initiative and personal drive
- A confident and thoughtful communicator
What’s in it for you?
We offer a solid package of compensation and benefits, plus you will enjoy:
- A truly values-based organisation, inclusive workplace culture and passionate people shaping the world we live in
- Opportunity to leverage a globally aligned and locally authentic icon. Work with international specialists to deliver locally tailored projects and initiatives
- Access to Sonder (Wellbeing & Safety Partner) for employees and family members
- Generous paid parental leave program
- Flexible, hybrid working set ups
- Modern, open plan offices
- Free onsite parking
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.
We value your data privacy and therefore do not accept applications via mail.
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.
At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.