Retailer Technical Support Sr Manager
Company: Volvo Cars
Location: Charleston
Posted on: June 24, 2022
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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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