Product Technical Support Specialist

About the Role

Join Volvo Penta North America (VPNA) as a Technical Support Specialist, where you'll play a crucial role in providing technical expertise for marine and industrial engines, electric and hybrid drive systems, transmissions, and control systems. Based in Chesapeake, Virginia, you'll collaborate with dealers, OEMs, and customers across North America, ensuring quick and accurate resolution of technical support requests.

Responsibilities

• Respond to authorized dealers with technical and diagnostic support, including warranty repair authorizations for all Volvo Penta marine and industrial product lines.
• Maintain clear and complete records of dealer and OEM interactions in the case management system (ARGUS).
• Support internal and external stakeholders by sharing technical and general product information.
• Advise and assist dealers and colleagues with VPNA Warranty policy and procedures.
• Work with the warranty department for claims requiring pre-authorization, ensuring compliance with policies.
• Identify trends in product quality and provide feedback to support continuous improvement.
• Obtain and maintain up-to-date technical knowledge of all products and electronic diagnostic tools.
• Serve as a go-to technical expert for VPNA colleagues through in-depth analysis, diagnostics, and customer interaction.

Qualifications

• Associate’s degree, 2-year technical certification/degree, or equivalent combination of education and experience.
• Certifications in engine service and repair are advantageous.
• Minimum 2 years of hands-on experience with engines, particularly in heavy equipment and/or marine applications.
• Minimum 1 year of experience in a customer-facing environment, preferably corporate or B2B.
• Knowledge of troubleshooting and repair of marine or industrial engines.
• Familiarity with marine and/or industrial service trade practices and activities.
• Experience with primary electronic diagnostic troubleshooting equipment is a plus.
• Proficiency in Microsoft products (Outlook, Teams, Excel, PowerPoint, etc.).
• Strong people skills and ability to interface with diverse stakeholders.

Skills

• Respect and trust-building with colleagues and stakeholders.
• Collaborative mindset with a focus on partnership and objective achievement.
• Stakeholder management and effective engagement across roles.
• Self-development and proactive learning.
• Change management and support for adoption.
• Influencing and clear communication of ideas.
• Strategic mindset and tactical execution planning.
• Networking and relationship-building across the organization.
• Accountability and commitment follow-through.
• Ability to manage ambiguity and operate effectively in uncertain situations.
• Customer focus with a priority on dealer experience.

Pay

The base pay for this position is set at $72,600 - $89,700 annually, with potential bonus eligibility. The final salary offered is determined by factors including geographic location, experience, and internal equity.

Benefits

• Competitive medical, dental, and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Focus on professional and personal development through Volvo Group University.
• Programs supporting work-life balance.

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.