Field Technical Support

3 days ago


Jakarta, Indonesia Volvo Group Full time

Indonesia

**Position Description**

**Job Summary**
- Work with the Market Area Service Managers and Region Technical Support Managers, together with dealer Technical Support Manager and Technical Support Specialists, to resolve quality issues and complete service campaigns in assigned markets and for assigned products.
- Support Dealers and Business Head to address customer technical product support issues and be the key advocate for providing inputs on machine quality issues to the Market Area Head, Regional Technical Support function and Regional Product Management function.

**Main Tasks/ Responsibilities/Authorities**
- Drive and develop a value-adding relationship with dealer partners, to align and secure with dealer buy-in towards achieving Volvo CE goals and strategy.
- Participate in regular meetings together with Market Area Service Managers and Dealer Technical Support team to review quality issues
- Provide necessary support to assigned dealers for Volvo CE Uptime Support tools
- Address customer technical product support issues as required, including support dealers to get necessary support to resolve customer issues
- Support Dealer Readiness on Technical Competence to support new Volvo Product and Services launched into assigned markets
- Support Uptime & Parts Function and Product & Retail Development function on Technical issues related to ensuring Volvo Products meet market / industry safety requirements
- Support Market Area Service & Uptime Support Manager with technical competence in technical / commercial goodwill decisions where necessary
- Through continuous presence in the assigned markets ensure a high level of market knowledge of competitors, customer expectations and market / industry standards
- Be an active member in sharing and collaborating with Uptime Service Support counterparts in all Market Area within Region Asia

**Authorities**
- Work within approved budgets

**Accountability**
- Successful resolution and closure of all technical issues assigned
- CSS scores related to Technical Support and Complaints Handling for assigned market / products

**Key Skills**
- Strong Dealer and Customers Relationship building skills
- Leadership, collaborative and influencing skills
- Change management and consensus building skills
- Customer focus and Results driven
- Strong advocate for Continuous Improvement
- Strong verbal and written Communications skills (clear & concise)

**Forums**

**1. External**:

- Dealers (all levels)
- Customers (all levels)
- Industry Forums

**2. Internal**:

- Market Area Indonesia Team
- Region Asia Uptime & Parts Functional teams - L1 Technical Support Managers and Service Quality Managers, Warranty Managers, Dealer Service Support & Tools Team, Service Market Analytics Team, Uptime Service Product Managers
- Region Asia Productivity & Product Management Functional teams - Competence Development Manager, Retail Development Head
- Region Asia SEA and Korea Market Area Uptime & Parts teams

**Required knowledge & experience**

**1. Education/Professional Qualifications/Work Experience required for the position**:

- Tertiary qualifications in Engineering or appropriate academic qualification
- Minimum 10-15 years’ work experience in equipment service and/or customer support. Additional working experience in Mining/Quarry operations will be an added advantage
- Minimum experience in last 5-10 years working in technical support or field/site support of 60-100t Rigid Haulers and/or Articulated Haulers mandatory. Additional working experience with Wheel Loaders and Large Excavators will be an added advantage
- Experience working in South East Asia market is preferred

**2. Additional Important Requirements**:

- Ability to work effectively within a matrix structure / environment
- Excellent team player
- Process and Results driven
- Alignment with Volvo values and philosophy
- Customer focus
- Strong Verbal and Written Fluency in English
- Fluency in Bahasa Indonesia or other South East Asia language would be an advantage

Geographical context in which knowledge is applied: Indonesia with additional focus in South East Asia.
The role is an individual contributor and the role will be based in Jakarta, Indonesia. The role reports to Head of Product Support, Region Asia based in Singapore. Frequent travel within domestic market in Indonesia and occasional travel to the Region. The role will be a local position and on local compensation package.

**About us**

**Volvo Construction Equipment** is a global company driven by passion, curiosity and by our purpose: to build the world we want to live in. We believe that only through imagination and teamwork can we develop a world that is cleaner, smarter and more connected. Our company culture reflects this belief through the care and trust it places in our customers, employees and suppliers. People are at the heart of our business. It is through our strong network of talented, enquiring and innovative minds that w


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