Technical Service Manager

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. Would you like to help us build tomorrow? Are you passionate about customer success?

Would you enjoy working with a team of enterprising people who motivate themselves and those around them to develop personally and professionally? Our organization is built by people and great teamwork. We are a truly global company, and we believe in the advantage of diversity. Together, we create a workplace that brings the best out of everyone. Here at Volvo Construction Equipment (VCE), we are motivated by the idea that with imagination, hard work and innovation we will lead the way towards developing a world that is cleaner, smarter, and more connected.

We believe in a sustainable future.

The Technical Service Manager drives dealer technical readiness, service capability, and customer uptime within an assigned geographic area of responsibility. Works with dealers to develop the people, processes, tools, and technical competence required to independently resolve customer issues and support Volvo products. Provides technical leadership for complex escalations, coordinates cross-functional resources, and drives quality improvement through structured product feedback and formal escalation processes.

• Identify dealer technical competence gaps and guide appropriate training, tooling, staffing, and service process improvement strategies.
• Reinforce dealer technical support best practices and support dealer service process maturity to improve efficiency, independence, and overall customer experience.
• Develop dealer capability to independently diagnose, troubleshoot, and resolve product issues through coaching, knowledge sharing, and technical guidance

• Lead investigation and resolution of complex product problems, escalated technical issues, and machine-down situations that require regional or product-level support.
• Serve as a liaison between dealers, Region North America, Aftermarket Services Technology, and Product Platforms to ensure clear communication and timely technical resolution.
• Coordinate field, regional, and product technical resources to support issue investigation, root cause analysis, and resolution.
• Provide technical leadership for critical customer situations while developing dealer capability and promoting long-term dealer self-sufficiency.

• Identify systemic failures within the assigned geographic area of responsibility and drive formal quality escalation through QCINs, Quality Cases, and structured product feedback
• Support execution and completion of product updates, campaigns, field testing, and quality launch activities as assigned.
• Document product problem resolutions, technical recommendations, dealer support needs, and daily activities through approved reporting processes.

• Own the Technical Goodwill process within established guidelines and policies
• Provide technical review of Commercial Goodwill requests as part of the approval process

• Dealer readiness assessment and capability development
• Coaching, mentoring, and technical knowledge transfer
• Conflict resolution and stakeholder management
• Negotiation and commercial decision-making
• Technical leadership and escalation management
• Complex product diagnostics and problem resolution
• Root cause analysis and quality improvement
• Volvo systems, diagnostic tools, and Microsoft applications