Truck Diagnostics Support Specialist

Truck Diagnostics Support Specialist - Location Flexible

Location:

Greensboro, NC, US, 27409

Byhalia, MS, US, 38611

Irvine, CA, US, 92614

Los Angeles, CA, US, 92011

Jacksonville, FL, US, 32219

Santa Fe, Ciudad de México, MX, 05349

Fort Worth, TX, US, 76104

Middletown, PA, US, 17057

Dublin, VA, US, 24084

Lexington, TN, US, 38351

Hayward, CA, US, 94545

Allentown, PA, US, 18103

Macungie, PA, US, 18062

Tampa, FL, US, 33610

Shippensburg, PA, US, 17257

Washington, DC, US, 20007

Hagerstown, MD, US, 21742

Phoenix, AZ, US, 85009

Grover, NC, US, 28086

Chesapeake, VA, US, 23320

Oklahoma City, OK, US, 73135

Dallas, TX, US, 75247

College Park, GA, US, 30337

Sacramento, CA, US, 95826

Charlotte, NC, US, 28269

Salem, VA, US, 24153

Fresno, CA, US, 93725

North Little Rock, AR, US, 72117

Houston, TX, US, 77066

Cincinnati, OH, US, 45241

Position Type:
Professional

Provide diagnostic, service and programming support to dealers, Volvo Group personnel, and select fleets to facilitate resolution of product technical concerns for both North American market truck brands (Volvo/Mack). Provide instruction, authorizations, and approvals for repair procedures and major component replacements. Provide specialized support for new products/features and reporting activities to engineering for containment as required.

• Provide guidance and technical support to dealer and select fleet technicians regarding all facets of vehicle servicing with special emphasis on maintaining product integrity in the marketplace.
• Support all Volvo Group initiatives for both brands in support for the customer (core focus: vehicle uptime, fix right first time, controlling cost).
• Manage ~300 cases and ~200 inbound calls per month to closure while adhering to company and departmental policies & procedures and meeting both quality & financial targets.
• Utilize all internal systems and data warehouses required to support the repair (Case Based Reasoning [C ], Case Management, VDA+, Configurator, Impact, Parts Compass, Vehicle Inquiry, PHV, and others).
• Manage and provide complete vehicle support required for dealers and select fleets to resolve customer issues and special requests. This will include on-call after-hours support.
• Provide authorization to repair and/or replace major components (such as engines, transmissions, differentials and similar).
• Release software for programming to repair, diagnose, change functionality, and other needs. Update Software Configurator and/or the vehicle database to reflect the change.
• Provide customized (limited) support for specific fleets as needed.
• Provide field insight/interface to Aftermarket Engineering, Product Development and Service Engineering for development of long-term solutions to product issues.
• Work with engineering during the root cause analysis for complex product concerns to identify the causal part. Contribute toward the creation of documented solutions, such as C  articles.
• Implement containment strategies to ensure concerns are managed and warranty costs are minimized for specific product matters.
• Collaborate with other internal organizations (Reliability, Engineering, Warranty, and others) in support of resolving cases.
• Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, and similar that need to be addressed and/or resolved.
• Input activities into case management system for tracking and reporting.
• Support policy interpretation for dealers, select fleets and aftermarket personnel to ensure repairs are completed in accordance with applicable warranty programs and procedures.

• Analytical Thinking
• Business and Customer Focus
• Problem Solving
• Communication
• Computer and Phone skills
• Conceptual Thinking
• Flexibility
• Information Seeking
• Initiative (self‑motivated)
• Learning from Experience
• Self‑Control
• Team working
• Leadership & Facilitation
• Mechanical Function & Design
• Software Design & CAN Protocols

• Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience…