Uptime Support Manager

Job Summary:   This position is responsible to manage the Uptime Support team, with the objective to drive customer satisfaction both internally and externally through effective and efficient technical problem resolution. Accountable to the Director, Uptime & Technical Services.   Job Content: Roles: Manage the Uptime Support group and process Represents Region in the necessary Global forums TS/PM  process management QC/Chase case management Escalation resolution with other areas (Logistics, DCSM, FTSS, Sales, Key Accounts) Main Tasks/ Responsibilities / Authorities: Manage Uptime Support team, including PBPs, expenses, budgeting and competency development Provide timely reporting and communication of case handling indicators throughout the Volvo CE organization Measured by monthly KPIs as outlined and driven by the Director, Uptime & Technical Services Collaborate with key stakeholders to drive process improvements TS/PM  process management; updating Uptime Director on relevant quality concerns FQA/Chase case management Escalation resolution responsibility when necessary through other areas (Logistics, DCSM, FTSS, Sales, Key Accounts) Assisting in development/testing of field fixes and updates, and implementing these solutions with the agreement of the responsible product platform Global interface were needed Developing training aids/materials not provided by the Global Training but deemed necessary for the Americas region and FTSS meetings Promote and insure daily filemaker usage within the team Other duties assigned as required Distribution of Machine Down report derived from Chain Analyzing the monthly failure trend reports as derived from Chain data The technical liaison between the dealer and the Global Technical Support Create and maintain a one team environment mindset Key Skills: Customer focus Technical and diagnostics background (aptitude) Teamwork Multi tasking Perform duties effectively in a fast paced environment Follow-up and communication Analytical skills Required knowledge & experience: 1. Education/Professional Qualifications required for the position: College or technical degree as applies to the construction equipment or relevant industry 5 years experience in the construction or other relevant industry Technical degree with concentration in diesel engines, hydraulics, or electrical systems Team management experience is a plus 2. Additional Important Requirements: Analytical skills: able to work with data and elaborate relevant information by means of reporting and dashboards Teamwork:  Building cooperation among individuals and departments, sharing information and resources, and working to achieve group goals and outcomes Flexibility: Performing a wide range of tasks, responding to changes in direction and priorities, and accepting new challenges, responsibilities, and assignments Strategic thinking/Problem Solving/Decision Making: Taking a well-ordered approach to solving problems and acting despite obstacles or resistance Must be proficient in use of personal computer, including skills in the following software programs:  Excel, Word, PowerPoint, Access and Outlook Travel required including overseas as needed About us The Volvo Group is one of the world's leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta. With Volvo Construction Equipment, one of the world's leading providers of products and services to the construction industry under the brands Volvo, SDLG and Terex Trucks, you will be part of a global and diverse team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead. We make our customers win. Auto req ID 90358BR
Salary Range: NA
Minimum Qualification
5 - 7 years

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