Volvo Group Process & Solution Key User in Greensboro, North Carolina

Mission/Purpose of the Job

The purpose of this position is to identify and drive local opportunities and work within the global framework to support the process and solution development for application improvements and standard processes for Volvo and Mack Trucks aftermarket functions in North America. Act as a liaison between aftermarket business and Process & IT/Solution Management in a Process and Solution Key User (PSKU) role to submit and guide change requests. As an expert in the SAS solution for quality and warranty analyses and reports (QRAFT), train internal users in how to use this tool.

Key Responsibilities/Accountabilities

  • Serve as the single point of contact for aftermarket key users of the QRAFT application, including business support (“how to” questions) and any needed escalations to ITS support on behalf of users.

  • Support process-oriented IT solution development, improvements, and implementation on a local site and organizational unit including any adaptations or variants.

  • Understand business user needs and communicate requirements to the Business Process Developer and Solution Leader in process/solution development and improvement activities.

  • Collect, analyze, propose and help prioritize change requests towards the Business Process Developer and Solution Leader.

  • Provide the Business Process Developer and Solution Leader with information about usage, strategy, desired roadmap and objectives for Aftermarket organization.

  • Support implementation of standard processes and solutions at local site.

  • Represent NA Aftermarket in Process & IT and global solution groups and forums.

  • Communicate and anchor process/solution improvement proposals at local level.

  • Hold a deep understanding of business process, solution dependencies and interfaces.

  • Understand and leverage the global Process & IT organization and decision-making structure to prioritize and effectively advance improvement opportunities.

  • Strongly represent the local Volvo and Mack Trucks North America interests in project teams where required while also considering the global needs of the Volvo Group.

  • Perform user acceptance testing on new CR/solution releases.

  • Fulfill ad hoc requests of answering usage questions and helping with analysis.

Critical Competencies

  • Teamwork

  • Customer focus, promoting “Ease of Doing Business” philosophy with our fleets, dealers and internal users

  • Flexibility; ability to negotiate and facilitate change with dealers, customers, suppliers, and other group companies

  • Ownership and accountability

  • Planning and organization, project management skills

  • Problem solving and decision making abilities

  • Ability to network and develop relationships within a cross-functional team atmosphere

  • Strong organizational skills with the ability to maintain the fast-paced, demanding environment; highly skilled in prioritizing multiple tasks

  • Demonstrated ability to understand, document, and improve processes

  • Proficient in communication, both written and verbal

Essential Educational and/or Training Qualifications and Certificates

  • Bachelor’s degree or equivalent work experience in Information Technology, Industrial Engineering, Data Analytics, or a related field

  • MBA or Master’s degree in related field is a strong merit

Preferred Experience and Knowledge

  • 2+ years leadership or project management experience

  • 1+ years progressive experience in the automotive industry is required, preferably with heavy truck knowledge

  • 1+ years working with aftermarket parts and service systems and processes

  • Highly skilled in SAS software applications, including Enterprise Guide (EG), Add-In for Microsoft Office (AMO), Information Maps, and Visual Analytics (VA)

  • Experience in application support and in user training

  • Skilled with data analysis, querying, and understanding of basic data modeling concepts

  • Strong merit for experience from the field, working at dealers or fleets

  • Experience working in a multi-cultural environment

  • Experience working with quality tools driving successful continuous improvements in systems and processes

  • Basic knowledge of financial/accounting principles

About us

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.

Founded in 1900, Mack Trucks - recognized around the world as “The American Truck You Can Count On” – to builds durable and reliable, application-driven vehicles that get the job done. An iconic brand, Mack embodies the American spirit: pioneering, hard-working, authentic and ambitious. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Auto req ID



Mack Trucks


North Carolina



Employment/Assignment Type


Travel Required (Maximum)


Last application date

Functional Area


Volvo Group North America is an Equal Opportunity Employer E.O.E/M/F/Disability/Veteran