Location: Greensboro,NC, USA
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 We are seeking a leader to spearhead the innovation of our customer service experience management process, dealer service planning, and repair processes. This role is pivotal in maximizing our vehicles' uptime and ensuring top-notch customer satisfaction. In this role, you will integrate dealer best practices with both new and existing dealer programs, Volvo Group systems, strategic initiatives, and policies. Your mission is to drive initiatives that not only enhance dealer profitability but also align seamlessly with customer needs and corporate objectives. You will be at the forefront of delivering market-driven solutions to customers and enhancing their service planning and repair processes. Your efforts will complement dealers' processes and business strategies, aligning with our common Volvo Group strategies for services and solutions.Core Responsibilities:Lead the evolution of Certified Uptime Dealers and the service planning and repair process development. Including dealer personnel training in quality tools, continuous improvement, sharing and using best practices within the dealer network. Ensure process drives dealer profitability, increase throughput, maximize vehicle uptime and overall increase in customer satisfaction.Lead the strategy development for your area of Service Planning and Repair, Customer Service Experience and Diagnostics tools, by collaborating and coordinating with stakeholders to secure alignment and execution.Drive business ownership for solutions supporting the service planning and repair process, including service planning tools, diagnostic tools, service literature/documentation, and other platforms such as ASIST, and CEM. Being the business owner, subject matter expert and voice of the dealer and customer, drive a clear priority list of wants and needs, business and customer requirements, towards D&IT, who works closely with IT delivery teams.Ensure pilot testing at dealers and fleets of products in your scope, to secure quality, efficiency and brand image of the deployed solutions.Drive the go-to-market rollout strategy with timing, training, communication and change management. Also, collaborate with internal local and global teams to align on timing of rollout, support readiness, pricing, channels of communication and marketing of solutions.Deliver a competitive diagnostics service platform offer, pricing and support to our dealers and fleets.Lead the quality management systems and ISO 9001 certification for Volvo Trucks North America and Mack Trucks.Evaluate 3rd party solutions and partnerships to drive continuous evolution of service planning and repair process to increase customer and dealer value proposition.Provide input to Purchasing teams about content for negotiation of contractual agreements with existing as well as potential customers.Collaborate with product development to bring specific solutions to market to best support new and existing products. Ensure service market readiness is secured for new product and services projects as applicable in the following 10 service deliverables: parts, special tools, service info, diagnostics, systems, warranty info, training, sales & marketing, customer support and connected services.Champion operational and dealer customer-centric measurements driving desired results towards company goal of #1 in customer satisfaction as well as 99% vehicle uptime. Adjust targets as required to balance customer satisfaction and maintain service level agreements. Align operational targets with customer needs and benchmark with global colleagues to share best practices and procedures.Who are you? 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.Show a real talent for global and cultural integration.Broad generalist profile with cross-functional background would be valuable.Can demonstrate successful international business experience within a global network.Can envision and implement innovative processes across multiple support functions with available technologies.Essential Educational and/or Training Qualifications and Certificates· Bachelor's Degree or Technical Degree or equivalent, MBA preferredPreferred Experience and Knowledge 5 years of senior line management experience.10 years industry experience.5 years Dealer Parts and Service operations experience.5 years Fleet maintenance management experience.Needs to have a good understanding of the Volvo Group Businesses.Good understanding of the commercial vehicle industry and business analyses.Other· Frequent travel is required in this position.What's in it for you? We offer a solid package of compensation and benefits, plus you will enjoy:Competitive base payGenerous paid time offTax-deferred retirement plans, varied by business; 401(K) with company matchGlobal organization with expansive career growth opportunitiesVolvo Group University for professional and personal developmentWorkplace health/wellness and reimbursement programsOn-campus fitness center and caféAvid approach to SustainabilityCulture with a passion for Diversity, Equity, and Inclusion for allWe 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? Join us in delivering a sustainable competitive advantage with a strong emphasis on customer satisfaction and reducing vehicle downtime. Be the catalyst for innovation in our customer service experience!We value your data privacy and therefore do not accept applications via mail.Who we are and what we believe inOur 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.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.#J-18808-Ljbffr