Technical Service Manager

About the Role

The Technical Service Manager drives dealer technical readiness, service capability, and customer uptime within an assigned geographic area. This role works closely with dealers to enhance their technical competence, resolve complex product issues, and improve overall customer satisfaction. The position involves leading investigations, coordinating cross-functional resources, and driving quality improvements through structured feedback processes.

Responsibilities

• Dealer Readiness & Support: Identify technical competence gaps and guide training, tooling, staffing, and service process improvements. Reinforce best practices and support dealer service maturity.
• Technical Leadership: Lead resolution of complex product problems, escalated issues, and machine-down situations. Serve as a liaison between dealers, regional teams, and product platforms. Coordinate resources for issue investigation and root cause analysis.
• Quality & Product Improvement: Identify systemic failures and drive formal quality escalations. Support product updates, campaigns, field testing, and quality launch activities. Document resolutions and technical recommendations.
• Goodwill: Own the Technical Goodwill process and provide technical review for Commercial Goodwill requests.

Qualifications

• Two-year college degree in a relevant field required; four-year degree preferred.
• Minimum of five years of relevant product experience in the same or related industry.
• Minimum of five years of relevant systems experience in hydraulics and electrics/electronics.
• Valid passport and driver’s license; willingness to travel internationally up to 80%.

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
• Proficiency in Volvo systems, diagnostic tools, and Microsoft applications

Benefits

• Competitive base pay
• Comprehensive medical, dental, and vision insurance
• Generous PTO
• Tax-deferred retirement plans (401(K) with company match)
• Global career growth opportunities
• Professional development through Volvo Group University
• Workplace health/wellness and reimbursement programs
• On-campus fitness center and café
• Commitment to sustainability, diversity, equity, and inclusion

Pay

The base salary range for this position is $96,000 - $118,500. The final salary offered is determined by factors including geographic location, experience, and internal equity.