Technical Customer Support Manager at Volvo Group

Job Objectives:

• Act as a liaison between the Volvo Trucks SA (Servicemarket & Retail) and the Key Customers.
• Providing solutions for the customer that will improve the customer experience and build long term relationships with the customer.
• Facilitate and expedite technical queries as determined by the customer to the relevant Dealers or Departmental Managers.
• Continuous Customer Relationship management with regular face to face visits and where necessary with the use of online meetings.
• To keep the CRM tool monitoring tool up to date related to the technical aspects of the relationship.
• Analysing and distributing customer queries to the relevant departmental Manager’s for resolution and ensuring that they are concluded /resolved within a reasonable timeframe.
• Provide all feedback in the best interest of the Volvo Trucks SA whether positive or negative in a professional manner.
• Facilitate and coordinate key account customer technical meetings using a standard pre-determined agenda.
• Schedule the key account meetings in advance for the upcoming year.
• Complete minutes from Key Customer meetings and share within 7 day to the necessary parties, ensuring that copies are available in a SharePoint.
• Track the completed minutes to ensure that the necessary actions with feedback has been taken by all parties.
• To provide the highest level of service to all customers.
• Monitor and ensure that correct levels of Aftersales support is provided to the key customers.
• To contribute and be involved with scheduled customer meetings regionally wherever and whenever necessary in order to present a unified Volvo Offer to the customers.
• Advise and provide guidance to customer on systems (e.g. Volvo Connect, Services) and processes (e.g. VOSP).
• Participate in the monthly Dealer Quality Meetings (DQM).
• Support the truck sales organisation where necessary.
• Participate in seminars/meetings when required.
• Collaborate with sales team to identify and grow opportunities within territory.
• Assist with challenging client requests or issue escalations as needed.
• Develop trusted advisor relationships with key accounts, customer stakeholders.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

Qualification & Job Experience:

• Mechanical Engineering diploma or similar business degree/ Related Technical Qualification.
• Minimum 5 years industry experience preferably from within a commercial vehicle environment.