Field Service Engineer at Volvo Group

The main purpose of the role: 

Provide field technical support to customers by installing, configuring, calibrating, and repairing technical products and systems at customer field locations.

Reporting:  This position reports to Senior Manager Technical and Warranty.

Job Objectives:

• Performing a variety of maintenance and technical support on installed products and equipment.
• Troubleshooting, diagnosing, and resolving malfunctions.
• Determining when products should be upgraded or replaced.
• May provide onsite training for customer support personnel. On Professional level applies practical knowledge typically obtained through education and work experience (position typically requires 8 to 10 years relevant experience).
• Work independently with general supervision.
• Problems faced are difficult but typically not complex.
• May influence others within the job area through explanation of facts, policies, and practices. Escalate competence concerns identified.
• Support Warranty and Service contracts in correct judgement of failures reported (e.g. if problem is operational, maintenance related or lack there off or product based).
• discuss technical and quality related issues with dealers and customers. 
• Support, justify technical reasons for GW.
• Support with technical aspects of campaigns.
• Support with “workshop readiness” at new product launches within region
• Financial impact on warranty claims.
• To the best of knowledge identify cause of failure (e.g. driver abuse, quality issue, poor maintenance part, or vehicle specification).
• Maintain good liaison with departmental manager.
• Advise as required on mechanical and diagnostic problems.
• Review with Area Technical and Warranty Manager on findings.
• Generate weekly reports.

Qualification & Job Experience:

• Qualified Diesel Technician or Auto Electrician with 10 years service in workshop.
• Breakdown field service analysis will be an advantage.
• Electronic knowledge including diagnostic testing.
• Excellent communicator with real talent for cultural integration.
• Ability to demonstrate successful international business experience within a global network
• Matric / Grade 12.
• Code 14 driver’s license
• Read and write English.
• Manage and motivate staff in the quality field.

Key Competencies:

• Administration skills.
• Quality Control abilities.
• Computer literate.
• Ability to demonstrate a clear vision, global mind-set and successful people & culture leadership.
• Customer and business-oriented mind-set.
• Knowledge of Volvo warranty system (UCHP).
• Be able to work independently.
• Support for driving the product development in the VSA.
• To provide within the unit effective leadership, co-ordination, and general direction.
• Excellent interpersonal skills.
• Confident, reliable, and inspired by working in a fast and changing environment.
• Planning & organisation skills.
• Good facilitation skills.
• Strong technical and parts systems experience.
• Problem solving / resolution skills.
• Innovative thinker.
• Sound Knowledge and experience of the automotive / transport industry.
• Ability to work autonomously.
• Willing to travel extensively