Job description
You will have the overall responsibility for providing a high level of technical support to private Importers workshops and customers when necessary and continuously communicating and periodically visiting the network to obtain maximum customer satisfaction level.You will report to the Business Team Director South East Africa and be part of the Africa and LAPAC Aftermarket, in close contact with Aftermarket at Sales Region International level.
In This Role, You Are Expected To
Main activities and responsibilities
Support importers to keep their customers uptime to a maximum
Delivering technical support to the Network (importers) or end customer, primarily on location
Ensure that Volvo Group rules are applied on : way of working , customer approach, technical knowledge and workshop equipment
Keep the Network informed about the latest information (FST, BST, etc)
Secure the availability and updates technical documentation within the Network
Drive and Monitor Technical Campaigns if problems related to Product Quality, in close contact with the Quality and Warranty manager.
Report the quality issues via Volvo Group Tools (Argus/MQR)
Judgment on exceptional warranty and goodwill claims
Check and analyze exceptional parts replaced within warranty
Delivering technical support to other internal departments within Africa and LAPAC Market organization
Product quality follow up
Create, maintain and publish local service information
Ensuring the private Importers workshops are implementing the correct repair procedures and performing correct repairs by periodically visiting these workshops, by making evaluations of competence levels of the private dealer workshop Technicians, service equipment and special tools and giving feedback (with dealer visit report).
Providing information to the Uptime Manager of International Region, by communicating all technical product related faults through systems such as MQR, ARGUS, P Codes and etc. and following up the cases.
Ensuring the effective usage of warranty and goodwill budget by evaluating and inspecting the cases
Compiling quality reports for high-frequency failure cases and organizing shipment of parts for further investigation together with following up of connected quality journals.
Provides helpdesk function to workshop network by administering Impact, VOSP, ARGUS dealer, parts info and etc.
Develop strong technical skills in area of responsibility
Identify technical training skills of importer staff
Coordinating 24/7 Roadside Assistance operations when applicable
Ability to use Optifuel Infomax and advise customers on driver behaviour, areas for improvement, driver training needs.
Supporting the Sales team when they need technical knowledge support.
Critical competencies for the position
Under graduation degree in engineering such as; Mechanical Engineering, Civil Engineering, etc.
Min. 5 years of experience on the aftermarket department.
Strong technical knowledge at processes.
Technical knowledge of heavy transport vehicles
Good knowledge of English, French, both in written and verbally
Good knowledge / understanding of products and services
Commercial set
Good technical knowledge of the Volvo Group Trucks products and procedures
Analytical and aimed to solutions
Highly target-driven, self-motivated and willing to take responsibility
Autonomous, confident, reliable and inspired by working in a fast changing international environment
Good communication skills, highly motivated, result oriented, open to team work, good presentation skills
Learns quickly when facing new problems; open to change; analyses both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks
