Director, Technical Support Services

About the role

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.

Responsibilities

• Lead and develop teams: Provide effective, inspiring leadership to managers and individual contributors focused on dealer support, technical support, parts technical support, and bodybuilder operations.
• Build employee capability through development, progression, and succession planning.
• Ensure process compliance: Oversee process management and surveillance activities to support compliance with Volvo Group requirements and applicable country, state, and local regulations, including e-service requirements.
• Support field and aftermarket teams: Provide proactive guidance to field service personnel and support Aftermarket teams with cross-functional activities, including product quality concerns, dealer requests, and related priorities.
• Enable capability and efficiency: Ensure teams have current training, tools, and technology to maintain a cost-competitive advantage for Mack and Volvo while improving team efficiency.
• Maintain a focus on high-quality output and predictable, repeatable outcomes for dealers and customers.
• Partner with Commercial teams: Support Commercial groups to promote cooperation and ensure dealer and customer commitments are met.
• Manage reporting and operational support: Ensure accurate expense tracking and reporting for Technical Support activities and provide EBD and Inspection Report support for operations teams.
• Identify key executive and operational metrics to drive 99% availability to our customers.
• Monitor performance: Develop and track KPI targets that balance dealer and parts support needs while improving Uptime performance.
• Benchmark with global colleagues to share best practices and standard procedures.
• Establish and maintain strong dealer and customer relationships by providing exceptional service, supporting their business needs, executing corporate strategies, and identifying opportunities for competitive advantage.
• Represent Uptime Operations: Support the Program and Process team by representing Uptime Operations in new product initiatives.

Qualifications

• Bachelor’s degree in Business or Engineering required.
• MBA preferred.
• 7+ years of experience in the heavy truck or a related industry preferred.
• Dealer, fleet, or OE service department experience preferred.
• Heavy-duty truck warranty knowledge or understanding preferred.
• Project management and continuous improvement experience a plus.

Skills

• Lead with passion: Value and respect the ideas of others, demonstrate empathy and genuine care, and foster an inclusive environment where everyone is engaged.
• Perform with purpose: Set clear goals and expectations through open, authentic, and frequent communication. Empower the team to make decisions, recognize success, learn from mistakes, and deliver meaningful results for employees and customers.
• Transform with vision: Seek better ways of working, embrace change, and apply a sustainability mindset to decisions and outcomes.
• Customer focus: Understand and meet customer needs while addressing the interests and concerns of organizational stakeholders.
• Teamwork: Build cooperation across individuals and departments by sharing information and resources to achieve shared goals and outcomes.
• Flexibility: Perform a wide range of tasks, respond effectively to changing priorities, and accept new challenges, responsibilities, and assignments.
• Problem solving and decision making: Use a structured approach to solve problems and take action despite obstacles or resistance.
• Technical and functional expertise: Maintain broad, in-depth, and current knowledge of relevant technical, business, and professional fields.
• Planning and organization: Apply process management concepts to strategic planning. Align future goals and objectives with available resources, data, and action plans, and deliver solutions with urgency.
• Communication: Listen effectively, share information clearly and accurately, and seek feedback in a constructive, non-defensive manner.
• Creativity and innovation: Reframe traditional thinking and apply new ideas, methods, designs, and technologies to improve outcomes.
• Delegation: Achieve objectives through others by providing appropriate authority, responsibility, and space for team members to deliver results.
• Employee development: Provide direction, opportunities, and support that help employees strengthen their professional capabilities.

Benefits

Competitive medical, dental and vision insurance. Generous paid time off. Competitive matching retirement savings plans. Working environment where your safety, health and wellbeing come first. Focus on professional and personal development through Volvo Group University. Programs that make today’s challenging reality of combining work and personal life easier.

Pay

The base pay for this role is set at $159,900 - $197,500 annually, 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.

Schedule

Details on the schedule will be provided during the interview process.