Key Customer Support Spec.-Marine Commercial

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

What you will do

The Product & Customer Support Department for Volvo Penta North America headquartered in Chesapeake, Virginia-is responsible for technical support, warranty administration and customer relations for gasoline and diesel engine products for authorized Original Equipment Manufacturers (OEM), dealers as well as end users. Distribution of technical information, authorization of major warranty repairs, claim and registration processing, and resolution of customer issues are the primary functions of this department.

We are currently looking for a Key Customer Support Specialist to join our amazing team here in Chesapeake, dedicated to supporting marine commercial products.

In this role, you will be a senior member of the Product Support team providing information regarding the application, troubleshooting, and repair of Volvo Penta Industrial engines and transmissions to industrial OEMs, Industrial distributors, key industrial dealers and internal Volvo Penta personnel. In this position, you will also be in a position to help the company develop and implement support processes for new technologies such as electro-mobility, connectivity, and remote diagnostics.

Some of your core responsibilities will include:

* Respond to requests for information and provide advanced technical assistance via phone, eService, or on-site when required, to industrial OEMs, distributors, key dealers and internal VPA personnel to support customer satisfaction and business growth.

* Taking a leadership role and acting as a liaison between industrial OEMs, distributors and key dealers and Product and Manufacturing Engineering, identifying quality issues and providing data to resolve them through a quality case management process.

* Advising and assisting Industrial OEMs, distributors, key dealers and internal VPA personnel as to correct Volvo Penta Warranty policy and procedures and assisting with warranty claims requiring pre-authorization.

* Assisting with the creation and implementation of Service and OEM bulletins and campaigns, and promoting the use of Volvo Penta Partner Network (VPPN) and Argus case management.

* Providing specialized training to Industrial OEMs, distributors, key dealers and internal Volvo Penta personnel, as well as new hires within the Technical Support and Field Service departments.

This position will require some travel (25%) both domestically and internationally.

Who are you?

To be successful in this role, we need someone:

* Who has "subject matter expert" level knowledge of troubleshooting and repair of industrial diesel power products to include comprehensive knowledge of industrial engines and control systems.

* Who has knowledge, experience and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.

* With in-depth understanding of industrial trade practices and activities from direct experience, or extensive industrial distributor or dealer interaction.

* Able to work independently without direct supervision, and manage multiple objectives and cases at one time while also acting as a mentor to others within the department

As with Most Companies, You Also Need the Following...

* Strong experience with Microsoft Excel, PowerPoint, Word and Outlook, and familiarity with database programs.

* Demonstrated interpersonal skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners and other stakeholders

* Can read, write, understand and speak English. Bilingual (English plus Spanish, Swedish, French, etc.) a plus

We're Looking for the Following

Education and Experience:

* An Associates' degree or Certificate in Diesel or Industrial Mechanics; or equivalent combination of education and experience. A bachelor's degree is preferred.

* A minimum of 4 years' industrial engine OEM, distributor, or dealer technical experience

* Strong mechanical expertise in troubleshooting, repair, overhaul and installation of industrial products

* Experience and certifications in the service and support of alternative powertrain technologies within a related industry such as electrification, hybrid, alternative fuels, and complementary systems related to connectivity, remote diagnostics, etc.

* Experience with Volvo Penta products is preferred.

Physical requirements:

* Standing; walking; sitting;

* Lifting and/or move up to 25 pounds

* Can sustain long or irregular work hours occasionally

Ready for the next move?

Other Considerations:

To qualify, applicants must be currently legally authorized to work in the United States, and…