Product Technical Support Specialist

What you will do

• In this role, you will work with technical support requests from dealers, OEMs, customers, and colleagues related to Volvo Penta North America (VPNA) marine and industrial engines, electric and hybrid drive systems, transmissions, and control systems. Using case management tools, phone, email, and other communication channels, you will support application, troubleshooting, and repair needs across the full product range. This position reports to the Manager, Technical Services and is based on-site in our Chesapeake, Virginia office.
• Respond to Volvo Penta authorized dealers with technical and diagnostic support and warranty repair authorizations for all Volvo Penta marine and industrial product lines including engines, electric and hybrid drive systems, transmissions, and electronic control systems Enter and maintain clear and complete records of dealer and OEM interactions in our case management system (ARGUS Actively support internal and external stakeholders by sharing technical or general product information Advise and assist dealers and colleagues with the VPNA Warranty policy and procedures Work with the warranty department for claims requiring pre-authorization in compliance with policies Identify trends in product quality and provide information to colleagues to support continuous improvement of our products including lines of feedback to field service, trainers, and other teams Obtain and maintain comprehensive up-to-date technical knowledge of all new and existing products and our applicable electronic diagnostic tool Serve as a go-to technical expert for VPNA colleagues through in-depth technical analysis, diagnostics, and direct customer interaction Who are you? Experience and Education Associate’s degree, 2-year technical certification/degree, or other relevant certification; or equivalent combination of education and experience. Certifications in engine service and repair are especially helpful Minimum 2 years of hands-on experience with engines, especially in heavy equipment and/or marine applications, is preferred Minimum 1 year of experience in a customer facing environment. Corporate or B2B experience preferred Knowledge of troubleshooting and repair of marine or industrial engines Knowledge of marine and/or industrial service trade practices and activities via direct experience or hands-on education/training Knowledge of primary electronic diagnostic troubleshooting equipment a plus Regular day-to-day experience with Microsoft products (Outlook, Teams, Excel, PowerPoint, etc.) Demonstrated people skills and ability to interface with all levels of employees, leaders, customers, suppliers, partners, and other stakeholders Ready for the next move? Expected competence at work: Employees work within the foundation of the Volvo Group Code of Conduct and Volvo Group Values. More specifically, employees in Volvo Penta are required to meet and/or develop the following competencies: Respect: You trust, respect, and provide equal attention to those around you Collaborative: You build partnerships and work collaboratively with others to meet objectives Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity Stakeholder Management: You engage with others effectively no matter their role Self-Development: You seek new ways to grow and be challenged using different ways of learning Change Management: You recognize others respond to change differently and you support adoption with empathy and planning Influencing: You help colleagues by sharing your ideas and ensure your message is clear Strategic mindset: You see future possibilities and translate them into strategy and tactical execution plans Networking: You build formal and informal relationships across the organization proactively Accountability: You take responsibility and follow through on commitments Manage ambiguity: You operate effectively even when things are not certain or clear Customer focus: You deliver customer-centric solutions and keep the dealer experience front and center Other considerations: To qualify, applicants must be currently legally authorized to work in the United States and should not require, now or in the future, sponsorship for employment visa status. This job is an onsite position with flexibility based on Volvo Group work principles and coordination with your manager. Physical Requirements: While performing the duties of this job, the employee may be required, with or without reasonable accommodation, to: Stand, walk, or sit, sometimes for prolonged periods Balance, stoop, kneel, crouch, or crawl See, speak, and hear, including distinguishing visual and audible signals necessary for safety and effective communication Use hands or fingers to handle or feel objects, tools, or controls Work in a cubicle in an office environment Reach with hands and arms to access products, tools, and controls Lift, move, or carry up to twenty (20) pounds unassisted Have stamina for on-site work including occasional extended hours, sometimes weekends At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base pay is set at $72,600 - $89,700 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. In addition to a solid package of compensation and benefits, plus you will enjoy:
• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran. We value your data privacy and therefore do not accept applications via mail. Who we are and what we believe in We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group . Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment. Volvo Penta , a world-leading supplier of engines and complete drive systems for marine and industrial applications, you will be part of a global and diverse team of highly skilled professionals who works with passion, trust each other and embraces change to stay ahead. We make our customers win.