Volvo Car Norway is looking for a Head of Service Operations

At Volvo Car Norway we are committed to delivering exceptional service and quality in the automotive industry. We are seeking a Head of Service Operations who will be overall responsible for all operational deliveries within service market; logistics, warranty, commercial goodwill, product quality, workshop operations, tools and parts for Volvo and Polestar. The aim is to secure industry-leading customer loyalty and cost-effective routines.  

This role involves developing and improving operational processes both internally and with our dealers, ensuring that these processes are executed effectively across Volvo Cars Corporation (VCC), dealers, and the Volvo Car Norway (VCN).

You will take charge of product quality, logistics, warranty, and workshop management-related processes, as well as oversee processes related to technical campaigns, recalls, and buy-backs.

Additionally, you will support internal and external teams with customer cases linked to quality and warranty issues, including Over-the-Air (OTA) related processes.

As part of your warranty management duties, you will develop follow-up action plans regarding unintended workshop visits and implement yearly warranty labour rate adjustments. It will be essential to ensure that claim handlers at dealers have access to relevant and updated information, allowing them to make informed decisions. You will also be responsible for managing buy-back processes.

Further, your role will require launching and monitoring technical campaigns and recalls, alongside providing monthly status reports. You will work closely with Technical Service to improve the quality of reporting and address areas needing improvement among dealers, while continuously striving to reduce unintended workshop visits. In supporting the Volvo Selekt team, you will evaluate and enhance the warranty program and engage with Volvia on customer cases.

You will have the opportunity to lead or participate in key projects, such as  Remote Battery Monitoring System, predictive maintenance, and dealer WiFi initiatives. Representing the Service Business in the Volvo Cars App forum, you will share insights from the Quality and Warranty reporting with dealers to ensure that necessary measures are implemented.

We’re looking for you!
We are looking for a candidate with solid experience in the automotive service market and documented success in process improvement. Your background should include experience from leading specialist teams, as well as a structured and accurate approach to handling multiple projects. You should be analytical and solution-oriented with a strong customer focus, along with a proactive mindset that seeks continuous improvement. Being a distinct team player with a positive attitude and commitment to learning is essential. Fluency in both Norwegian and English, both written and spoken, is required.

Let’s get to know each other
Welcome to apply by the latest on the 13th of October, 2024. 

If you have any questions about the role, please contact Anne Bøhle Gjerset, Head of People Experience & Competency at anne.gjerset@volvocars.com. 

If you have any questions about the recruitment process, please contact Senior Recruiter Lotta Ericsson at lotta.ericsson@volvocars.com.

Make sure to submit your application in English and note that applications via email will not be considered due to GDPR.

Welcome with your application!

Volvo Cars – driving change together

Volvo Cars’ success is the result of a collaborative, diverse and inclusive working environment. Today, we’re one of the most well-known and respected car brands, with around 43,000 employees across the globe. 

In Norway, we are a team of just over 50 very dedicated employees based in beautiful and modern offices in Fornebu. No two days are the same for us. Our work environment is characterized by a fast pace and a strong willingness to share and contribute across teams. We practice a flexible workplace because we believe that trust under responsibility and participation in one’s own workday leads to high job satisfaction.

Together with our 48 independent Volvo dealers, we have a strong focus on creating unique customer experiences. This has yielded results, and Volvo is one of the strongest brands in the automotive industry, with a solid position in Norway. In 2023, there were 8,881 new Volvo cars registered in Norway, accounting for a market share of 7 percent.
 

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