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Retailer Technical Support Sr Manager

Company: Volvo Cars
Location: Charleston
Posted on: June 24, 2022

Job Description:

We're leading. Will you?At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people's lives less complicated, then we have the job for you.Retailer Technical Support Sr ManagerRidgeville, SCJob Summary:The Retailer Technical Support Manager is responsible for providing strategic direction, developing individual competencies, and leading all support hubs with a global mindset. Each Technical Support Hub is intended to increase customer satisfaction by supplying Volvo Retailer Technicians (within the Americas Region) prompt and quality technical support for complex repairs. Oversight of all hubs that fall into the role of the Technical Support Manager. Customer Satisfaction must be a daily focus, and in future work plans to meet company targets. Providing insight, leadership, and guidance to each hub manager and team is necessary for success. The development of strategic direction must support current and future customers including any partnership support. This role also requires collaboration across multiple parts of the organization to achieve success.Principal Responsibilities:Operational development and leadership of all Support Hubs and activitiesLead each hub to ensure calibrated and effective processes are developed and usedProvide strategic planning, budget, resources, and prioritization of ongoing initiativesEnsure all hubs work effectively together as one team, collaborating to solve challengesMentor and guide Hub Managers and team to continually support Volvo's business cultureDeliver the highest quality, premium level support in compliance with Volvo established repair methods, and customer satisfaction-while "Making life less complicated"Refine and monitor team KPI's to ensure consistent delivery of service level agreementsDefine strategy for future customers and partnerships that require additional supportPlan future support needs to provide delivery of premium level support to all customersEnsure the division is present where retailer feedback or discussion is possible (Master Tech Meetings, Parts, and Service Manager Meetings)Continuously improve support and encourage individual leadership within the groupCommunicate efficiently and effectively across the entire organizationTravel to visit customers with field staff regularly to ensure business needs are understoodContinual focus to drive case mitigation in effort to reduce case loadCompetencies / Experience / Skills / Authorities:Bachelors or Associates degree strongly preferredStrong analytical knowledge and skillsExpert knowledge and understanding of automotive technology / Volvo experience preferredExcellent written and verbal communication skillsBilingual in Spanish, Portuguese, or French preferredExcellent planning and organizational skillsExcellent collaboration skills to build relationships and solve difficult challengesPossess a global perspective and ability to lead across diverse culturesKnowledge of diagnostic procedures and test equipmentAbility to identify 'out of line' conditions and make adjustments/improvementsAbility to plan and budget for regional needs including resources and investmentsAbility to present effectively to large groupsAbility to lead support all hubs to embody the overall support visionAbility to present to large groupsDelegate and motivate individuals to build competency within the teamsCommunicate with retailer staff to evaluate the delivery of support servicesWork across the organization to improve and deliver supportWho 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.

Keywords: Volvo Cars, Charleston , Retailer Technical Support Sr Manager, IT / Software / Systems , Charleston, South Carolina

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