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Manager, Technical Support, Western Hub

Ready to inspire change?


Do you step forward when opportunity arises? What can you see that others don’t, in those around you? We’re on the lookout for inspirational managers who want to bring out the best in their people. If you can inspire a team and guide people towards growth, this is your chance. The world of mobility is changing. Come and make your mark. 

 

Let's introduce ourselves

Manager, Technical Support - Western Hub

Irvine, CA

 

The Technical Support Hub manager’s purpose is to lead, motivate and develop a field/office team which delivers premium technical support. The Technical Support Hub is intended to increase customer satisfaction by providing Volvo Retailer Technicians (within the US and Canada) prompt and quality technical support for complex repairs. The department collects, documents, and supports engineering with technical information. Travel is necessary to evaluate the delivery of services within the Hub’s Region. The Hub Manager is responsible for the day-to-day operations of a single Technical Support Hub. Which include planning/scheduling, reporting, escalating, training and handling the day-to-day business. Additionally, in difficult repair situations, the Hub Manager will provide the highest quality information to external customers and internal employees via the case handling process. 

What you'll do

Leadership Authorities / Responsibilities:
•    Operational development of hub including people, activities, and processes within the hub
•    Act as a deputy in place of Manager whenever necessary due to travel or other obligations
•    Mentor and guide individuals to continually drive the business towards team & corporate visions
•    Ensure the delivery of premium quality support that yields positive customer satisfaction
•    Be a role model: handling situations professionally and empathetically “Make life less complicated”
•    Manage field and office support coverage by working with Support Hub staff
•    Engage and empower team by delegating tasks appropriately and professionally
•    Travel to visit customers regularly ensuring business needs are understood and applied
•    Monitor team KPI’s to ensure consistent delivery of service level agreements
•    Monitor and maintain IT systems and information related to the team
•    Lead support staff to achieve training standards and development
•    Lead the technical escalation process for internal and dealer cases within the Support Hub
•    Communicate efficiently with the team, the organization, and retailer staff 
•    Provide feedback to the organization about retailer workshop performance and standards

Technical Support Responsibilities:
•    Provide support, document, and research concerns submitted by retailer technicians
•    When necessary, escalate problems or situations appropriately
•    Assist Field Technical Specialists with Master Tech Meetings as needed
•    Evaluate cases concerning customer complaints, prior warranty repairs, software status, etc.  
•    Access and usage of all relevant systems such as warranty, reporting, technical information 

What you'll bring

Competencies / Experience / Skills Required:
•    Bachelors or Associates degree preferred; automotive technical certification considered
•    A minimum of 5 years’ experience as a Master Technician
•    Must have all 8 ASEs (Automotive Service Excellence), L1 (Advanced level specialist) a plus
•    Leadership skills experience/skills required, such as a shop foreman or a team leader
•    Extensive knowledge of diagnostic procedures and test equipment 
•    Knowledge of Volvo Repair methods and tools a plus
•    Basic knowledge of warranty policy and procedures
•    Strong written and verbal communication skills required
•    Strong Microsoft Office experience and ability to quickly learn other programs
•    Ability to inspire individuals to collaborate and solve challenging problems 
•    Ability to display a good understanding of the organization's mission, goals, and strategies
•    Ability to handle several tasks and responsibilities simultaneously
•    Strong presentation skills to present technical information to different audiences
•    Ability to travel two to four times per year, both within the US and internationally
•    Look for new and innovative solutions to problems and finds creative ways to produce results.
 

SALARY & BENEFITS:
The estimated compensation for this position ranges from $120,000- 130,000k(annually). The rate of pay offered will be dependent upon a range of factors such as a candidate’s relevant skills and experience, education and certifications, and other organizational needs. In addition, there is a comprehensive benefits package including but not limited to: medical, dental, vision, retirement plan with employer contribution and employee lease car program.


Ready to Take the Next Step?


Please submit your application through our career page. Due to GDPR regulations, we’re unable to store or consider applications from other platforms. Make sure to submit your application in English.


Once your application is successfully submitted, you’ll receive a confirmation email. Applications are open until XXth of XX XXXX. We’re excited to get to know you! 

 


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. At Volvo Cars, your career is designed around your skills and aspirations, so you can reach your fullest potential.
 
And it’s so exciting – we’re well on our way on our journey towards full electrification. We have five fully electric cars already on the market, and five more on the way. Our fully-electric and plug-in hybrid cars combined make up almost 50 per cent of our sales. So come and join us in shaping the future of mobility. There’s never been a more rewarding time to play your part in our inspiring and creative teams!

Curious about Life at Volvo Cars? Read more

Curious about our story? Read more

 

Irvine, CA, US, 92618

Job requisition ID:  75405


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

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