Customer Support Manager

2 weeks ago


Wacol, Queensland, Australia Volvo Group Full time
About the Role

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 addressed promptly for enhanced customer satisfaction across our truck brands—Mack, Volvo, and UD.

Key Responsibilities
  • 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 Australian Service Tips (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.
Requirements

To be successful in this role, you will bring your skills and experience in the transport industry, a customer service focus, be process-driven, and a natural problem solver. You'll have adept stakeholder management and commercial acumen. You'll take the lead in mentoring and developing your team, driving performance, and executing key initiatives.

What We Offer
  • Working within a global organization, 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.


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