Parts Technical Services Lead

Location:

Greensboro, NC, US, 27409

Position Type: Professional

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport 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

Manage a team of Parts Technical Services Analysts who are responsible for parts identification, changeover requests, horsepower upgrades, and vehicle label reproduction which enable vehicle uptime and parts sales growth.

Key Responsibilities/Accountabilities

•Ensure PTS team is providing excellent dealer support through timely responses and quality service.

•Handle day to day escalated cases for PTS team.

•Deliver improvement initiatives that lead to time efficiencies, dollar savings, or ease of doing business for the Volvo Group, our dealers, and our customers.

•Act as Voice of Dealer & Voice of Customer in assigned projects and teams.

•Ability to fill in as needed on day to day PTS cases that relate to part identification, label reproduction, horsepower conversions, and changeover requests.

•Document every issue in case management tool to track trends.

•Assists Manager in the day-to-day activities of the Team, as it relates to phone etiquette, processing dealer parts technical inquires and teamwork in an efficient and professional manner

•Provides expert working knowledge of all systems utilized by team (Genesys phone system, Case Management system, Impact, Mainframe systems, VDA/VDB,) to perform all required functions.

•Responsible for multiple complex priorities of significant impact to the company with an appropriate sense of urgency.

•Provides skilled support, on-going training and guidance to peers within the Team drawing upon hands-on experiences in Parts Technical Service and industry.

•Exercises initiative: raising requests and inquiries with appropriate parties to facilitate expedient resolution on all dealer inquiries ultimately ensuring customer satisfaction.

•Develops and maintains relationships with internal departments (Parts Planning, Pricing, Vendors, Technical Services, etc.) to facilitate optimal resolution on all Parts Technical inquiries or issues.

•Resolve difficult customer issues professionally and expeditiously.

Who are you?

You hold a BA/BS degree or equivalent work experience. You have demonstrated blueprint reading skills and a strong mechanical and electrical aptitude. You also have 10 plus years’ experience in heavy truck maintenance and or parts fields with at least 5 of which was a primary user of mechanical/technical publications. Providing great customer service is in your DNA.

To be the perfect match for this role, your critical competencies will include:

•Analytical Thinking

•Business and Customer Focus

•Problem Solving

•Communication

•Computer and Phone skills

•Conceptual Thinking

•Flexibility

•Information Seeking

•Initiative (self-motivated)

•Learning from Experience

•Self-Control

•Team working

•Lead with passion by valuing and respecting the opinions and ideas of others, show empathy and genuine care in all interactions, embrace diversity by engaging and including everyone at every level.

•Perform with purpose by articulating clear goals and expectations through open, authentic, and frequent communication/feedback. Empowering the team to take decisions and recognize successes and learn from mistakes. Prioritize and deliver results that make a difference to our employees and our customers.

•Transform with vision by looking for better ways and outcomes, embrace change and have a sustainability mindset.

What else should I have?

•Strong work ethic and drive to achieve team goals

•Excellent written and verbal communication skills

•Passion for satisfying clients and fulfilling commitments

•Ability to develop and maintain productive business relationships

•High-energy with ability to manage and prioritize workload in a fast paced, dynamic, and unstructured environment

•Strong problem solving and analytical skills with track record of continuous improvement

•Accuracy and timeliness in the performance of duties

•Shown energy, drive, and the courage to lead and deal with conflict management

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?

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions. Our technology sets the standard – our people make the difference all day every day.

Disclaimer: The above statements are intended to describe the general level of work being performed by persons assigned to the classification. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of the job. Printed copies may not be the most current. Volvo Group North America is an Equal Opportunity Employer and Affirmative Action employer. E.O.E./M/F/D/V

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Applying to this job offers you the opportunity to join Volvo Group . Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done.

Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack) , you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.

Job Category: Sales & Services

Organization: Mack Trucks & Volvo Trucks

Travel Required: Occasional Travel

Requisition ID: 9986

View All Jobs (https://jobs.volvogroup.com/?locale=en_US)

Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.

Nearest Major Market: Greensboro