Parts Technical Service Analyst

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport 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

Key Responsibilities / Accountabilities

• Assist dealers by advising on day-to-day cases that relate to part identification, vehicle information, label reproduction, horsepower conversions, and changeover requests
• Assists Manager in the day-to-day activities of the Team, as it relates to phone etiquette, processing dealer parts technical inquires and teamwork in an efficient and professional manner
• Assist dealers by advising on day-to-day cases that relate to part identification, vehicle information, label reproduction, horsepower conversions, and changeover requests.
• Provides expert working knowledge of all systems utilized by Team (Genesys phone system, Case Management system, Impact, Mainframe systems, VBA / VDB,) to perform all required functions.
• Accountable for any escalated Parts Technical issues emanating from the Dealers, or their respective Field Parts and / or Service Managers or as relayed by management
• Responsible for multiple complex priorities of significant impact to the company with an appropriate sense of urgency.
• Provides skilled support, on-going training and guidance to peers within the Team drawing upon hands-on experiences in Parts Technical Service and Industry.
• Exercises initiative : raising requests and inquiries with appropriate parties to facilitate expedient resolution on all Dealer inquiries ultimately ensuring Customer Satisfaction.
• Develops and maintains relationships with internal departments (Parts Planning, Pricing, Vendors, Technical Services, etc.

to facilitate optimal resolution on all Aftermarket Parts Technical inquiries or issues.

• Documents issues and opportunities to the Parts Technical Services Manager that lead to process improvements and realized efficiencies for the Team and the organization.
• Acts as Team liaison on escalated complaint issues emanating from clients or their respective Field Managers.
• Resolve difficult customer issues professionally and expeditiously.
• Includes other duties as assigned by Management

Who are you?

You hold a BA / BS degree or equivalent work experience. You have 5 plus years of parts counter experience and working knowledge in the transportation industry with at least 3 of which was a primary user of mechanical / technical publications.

You have demonstrated Blueprint reading skills and a strong mechanical and electrical aptitude. You also have 5 plus years’ experience in heavy truck maintenance and or parts fields.

Providing great customer service is in your DNA.

To be the perfect match for this role, your critical competencies will include :

• 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

What else should I have?

• Strong work ethic and drive to achieve team goals
• Excellent written and verbal communication skills
• Passion for satisfying clients and fulfilling commitments
• Ability to develop and maintain productive business relationships
• High-energy with ability to manage and prioritize workload in a fast paced, dynamic, and unstructured environment
• Strong problem solving and analytical skills with track record of continuous improvement
• Accuracy and timeliness in the performance of duties
• Shown energy, drive, and the courage to lead and deal with conflict

What’s in it for you?

We are pleased to offer a solid package of compensation and benefits. You will enjoy :

Competitive base pay

Comprehensive medical, dental and vision insurance

Generous PTO

Tax deferred retirement plans, varied by business; 401(K) with company match

Global organization with expansive career growth opportunities

Volvo Group University for professional and personal development

Workplace health / wellness and reimbursement programs

On-campus fitness center and café

Avid approach to Sustainability

Culture with a passion for Diversity, Equity, and Inclusion for all

We also offer an array of additional benefits and programs that make today’s challenging reality of combining work and personal life easier.

We will gladly share this information and more at any time during the interviewing process or as part of your offer letter.

Ready for the next move?

Disclaimer : The above statements are intended to describe the general level of work being performed by persons assigned to the classification.

They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of the job. Printed copies may not be the most current.

Volvo Group North America is an Equal Opportunity Employer and Affirmative Action employer. E.O.E. / M / F / D / V

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination.

We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Applying to this job offers you the opportunity to join Volvo Group . Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible.

We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions.

Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit : pioneering, hard-working, authentic and ambitious.

Mack trucks are recognized around the world as The American Truck You Can Count On, thanks to our durable, reliable and application-driven vehicles that get the job done.

Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people to make life easier, better, and safer.

We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack) , you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead.

By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.