Sr Incident & Tech Support Specialist

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

Incident & Technology Support Specialist, Connected Car

Mahwah, NJ

The Connected Car team sits within our Digital (Everyday Experiences?) organization and is responsible for the end-to-end delivery of the connected vehicle experience within the Americas region. This includes working with our Android based infotainment, Volvo Cars mobile app and our existing legacy platforms.

As a Connected Car Incident & Technology Support Specialist, you will need to engage both your technical and customer service skills. This position will be responsible for acting as a subject matter expert related to mobile networks and platforms. Including, validation of globally developed solutions as well as technical support for in-vehicle and cloud back-ends.

Together with our retailer network partners and customer service teams you will also be working to identify root cause of incidents or problems for Volvo customers or product teams. This can be through developing user aids and tools or proposing updates to existing workflows and processes.

Primary Areas of Responsibility:

• Serve as local incident and problem lead by acting as escalation point and subject matter expert to resolve technical, user, or process issues within the Connected Car domain.
• Communicate and manage high severity incidents or outages and their associated impacts to the market, assuring that all stakeholders are appropriately updated on issue statuses.
• Collaborate with internal technical teams and third parties to report, manage, and validate resolution of incidents with customer or business impact.
• Monitor, document, analyze reported quality issues pertaining to vehicle infotainment and connectivity in close alignment with Digital Support and Quality Engineering team.
• Leverage existing data and tools to create dashboards to analyze trends and behaviors based on multiple sources (Customer Feedback, Ticket Requests, Business Discussions, etc.)

Do you fit the profile?

We are looking for someone with a degree in Information Technology / Systems, Engineering, or similar professional work experience. Ideally you will have a few years of experience from a role within a technical support team setting where you have built skills in troubleshooting, analysis & seeing projects through to completion. You have experience from working with 3rd party vendors with implementing or supporting purchased services.

Clear and concise communication is necessary. Volvo Cars, and the Suppliers we work with are based around the globe. Therefore, we see that you are fluent in the English language, a good communicator and enjoy collaboration far outside your team.

For you to fully enjoy this opportunity, we believe that you have a genuine interest in working and developing a product area that combines the automotive and technology-enabled product industry. You embrace agile methodologies, collaboration and are eager to learn and develop new competencies.

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.