Customer Support Manager

3 months ago

Wacol, Australia Volvo Group Full time

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**:
At Volvo Group Australia you will contribute to the transformation of our company, the transport industry and society at large. Volvo Group has been in Australia since 1972 and has a strong track record of helping our customers succeed in their respective industries. Volvo Group Australia manages the manufacturing, distribution and operation of well-known brands such as Volvo Trucks, Mack Trucks, UD Trucks, Volvo Bus, Volvo Penta, Volvo Construction Equipment and Volvo Financial Services.

We are seeking a highly skilled and experienced Customer Support Manager to lead and support our Regional Technical Managers (RTMs). In this role, you will ensure emerging product related issues are addresses promptly for and enhanced customer satisfaction across our truck brands—Mack, Volvo, and UD.

As a technical expert, you will be instrumental in driving continuous improvement, managing escalations, and ensuring compliance with our quality standards.

Your responsibilities include but are not limited to:

- Lead and prioritize dealer product quality issues and coordinate containment actions with stakeholders.
- Detect, investigate, and resolve emerging product quality issues during and after the warranty period.
- Manage and approve Advanced Service Treatments (ASTs) and technical goodwill decisions.
- Oversee the end-to-end campaign process, including safety recall campaigns.
- Provide technical support and service information to the dealer network and field personnel.
- Ensure compliance with Environmental, Quality Assurance, and Workplace Health and Safety standards.
- Develop and mentor staff, fostering a culture of continuous improvement and engagement.

**Who are you?**:
Do you dream big? We do too, and we are excited to grow together. In this role, you will bring your skills and experience in the transport industry, you’ll have a customer service focus, be process driven and a natural problem solver. You’re adept at stakeholder management and pride yourself on your commercial acumen.

You’ll take the lead in mentoring and developing your team, driving performance and executing key initiatives. With your strong focus on continuous improvement, you’ll implement solutions that enhance customer satisfaction and tackle emerging quality challenges head-on. Your collaboration and communication skills will ensure seamless interactions with internal teams and the dealer network, supporting compliance and smooth operations. Additionally, you’ll maintain a sharp focus on compliance and safety, upholding high standards and ensuring adherence to Environmental and Quality Assurance requirements.

**What’s in it for you?**:
We offer a solid package of compensation and benefits, plus you will enjoy:

- Working within a global organisation, with a focus on sustainability
- Flexible working arrangements
- Industry leading parental leave and support
- Additional super when choosing the Volvo default fund
- Access to our wellbeing EAP, Sonder for you and your family
- Free parking, including electric chargers
- On-site cafe

**Ready for the next move?**:
**Who we are and what we believe in**

At **Volvo Trucks** you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.

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