Technical Support Manager

4 weeks 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 an experienced Technical Support Manager to ensure improved uptime for our customers by providing thorough technical resolutions across our Trucks brands—Mack, Volvo and UD. As a technical expert, you will lead continuous improvement initiatives, manage escalations, and drive efficient technical resolutions to enhance customer satisfaction and uphold our uptime promise.

Your responsibilities include but are not limited to:

- Provide day-to-day technical solutions for failures (Service Requests) and ensure resolution speed according to KPIs based on case criticality.
- Continually monitor performance indicators related to technical Service Requests and manage Argus case KPIs.
- Conduct customer and dealer visits to assess quality and support case resolution as needed.
- Provide technical development for team, ensuring they are upskilled to resolve most cases locally following compliance with environmental, quality, and safety standards.
- Manage Volvo action service to ensure consistency on a national level
- Lead a team of Technical Support Specialists, manage monthly KPI reporting, and develop improvement actions.

**Who are you?**:
Do you dream big? We do too, and we are excited to grow together. In this role, you will bring a structured approach to task management, with strong prioritisation skills. This role is vital to ensuring trucks spend mínimal time in the workshop by driving efficient technical resolutions. You'll also play a key role in elevating the team's technical expertise to maintain high standards of service and keep operations running smoothly.

You will possess a technical qualification in automotive or mechanical engineering and a proven track record in technical support or a similar role within the automotive or heavy vehicle industry. We value integrity, initiative, and effective communication, and you’ll be working closely with your Global stakeholders.

**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?**:
If you want to make a real impact in your career, the transportation business is where you want to be. We look forward to meeting you.

**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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