Director, Technical Support Services

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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.

Help Us Build Tomorrow
Are you passionate about customer success and helping dealers and customers learn, grow, and succeed? Our team delivers world-class dealer technical support services by combining strong product knowledge, trusted relationships, and practical solutions that improve our customers’ experience.

Mission/Purpose of the Job
The mission for this role is to lead the Uptime Technical Services teams. This scope includes our Dealer Technical Support, Parts Technical Services, and Bodybuilder Support teams. The goals are to deliver high-quality, proactive services in partnership with the dealer network and drive our strategic goal of being #1 in customer satisfaction for our products and in our services support.

This position directs activities that support both Mack and Volvo brands, creating an aftermarket competitive advantage with a focus on reducing customer downtime, improving team efficiency, and strengthening key deliverables for Uptime initiatives. This leader drives adoption of technologies and tools within the team for optimal dealer and customer experiences that align with and drive our Aftermarket Sales and Solutions strategic objectives.

Continuous improvement tools and methodologies are the foundation to success.

Key Responsibilities and Accountabilities

• Lead and develop teams:
  Provide effective, inspiring leadership to managers and individual contributors focused on dealer support, technical support, parts technical support, and bodybuilder operations. Build employee capability through development, progression, and succession planning.
• Ensure process compliance:
  Oversee process management and surveillance activities to support compliance with Volvo Group requirements and applicable country, state, and local regulations, including e-service requirements.
• Strengthen feedback channels:
  Establish strong relationships with internal and external partners to leverage case data, identify improvement opportunities, and enhance technical, parts technical, and bodybuilder support functions.
• Support field and aftermarket teams:
  Provide proactive guidance to field service personnel and support Aftermarket teams with cross-functional activities, including product quality concerns, dealer requests, and related priorities.
• Enable capability and efficiency:
  Ensure teams have current training, tools, and technology to maintain a cost-competitive advantage for Mack and Volvo while improving team efficiency.
  
  This includes all new product and mandatory trainings as well as the execution of new tools and technologies to drive dealer autonomy and technical support.
• Drive consistent outcomes:
  Maintain a focus on high-quality output and predictable, repeatable outcomes for dealers and customers.
• Partner with Commercial teams:
  Support Commercial groups to promote cooperation and ensure dealer and customer commitments are met.
• Manage reporting and operational support:
  Ensure accurate expense tracking and reporting for Technical Support activities and provide EBD and Inspection Report support for operations teams. Identify key executive and operational metrics to drive 99% availability to our customers.
• Monitor performance:
  Develop and track KPI targets that balance dealer and parts support needs while improving Uptime performance. Benchmark with global colleagues to share best practices and standard procedures.
• Build dealer and customer relationships:
  Establish and maintain strong dealer and customer relationships by providing exceptional service, supporting their business needs, executing corporate strategies, and identifying opportunities for competitive advantage.
• Represent Uptime Operations:
  Support the Program and Process team by representing Uptime Operations in new product initiatives.

• Lead with passion:
  Value and respect the ideas of others, demonstrate empathy and genuine care, and foster an inclusive environment where everyone is engaged.
• Perform with purpose:
  Set clear goals and expectations through open, authentic, and frequent communication. Empower the team to make decisions, recognize success, learn from mistakes, and deliver meaningful results for employees and customers.
• Transform with vision:
  Seek better ways of working, embrace change, and apply a sustainability mindset to decisions and outcomes.
• Customer focus:
  Understand and meet customer needs while addressing the interests and concerns of organizational stakeholders.
• Teamwork:
  Build cooperation across individuals and departments by sharing information and resources to achieve shared goals and outcomes.
• Flexibility:
  Perform a wide range of tasks, respond effectively to changing priorities, and…