Volvo Group Regional Dealer Support Representative – South Central U.S. in Saint Louis, Missouri
Location: Field-based position/Flexible , Preferably Dallas/Fort Worth or near a major airport.
If you are truly business and customer oriented and want to contribute to an exciting and highly innovative company, this is an opportunity for you. We invite you to join our team to see how we can support you in achieving your long-term professional goals while at the same time making our customers successful.
Innovation is in our DNA
Volvo Penta is a world-leading supplier of engines and complete power systems for marine and industrial applications – both at land and sea. Region Americas is responsible for marketing, sales and customer support activities on the American continents. In this position, special focus should be given to support our dealers and our growing Industrial segment, besides our already strong Marine segments. This role is key for meeting Volvo Penta’s targets concerning customer satisfaction and short lead times in customer support activities.
The permanent position of Regional Dealer Support Representative – South Central U.S. (TX, LA, AR, OK, CO, NM, KS, MO) has a key role in Volvo Penta Region Americas in order to provide direction to the assigned dealer base ensuring effective and profitable service operations, as well as monitoring user satisfaction in all service business development and customer satisfaction initiatives. He/She will act as a business consultant to assist in process improvement and support for customers and assigned dealers. He/She will also support field problem solving in areas of quality and technical support, acting as a strong liaison between dealers and the manufacturer. This position requires representation of Volvo Penta marine leisure, marine commercial and industrial segments. The position also requires a high degree of financial confidentiality and personal integrity.
Work with the assigned dealers’ management groups and principals to ensure effective operations are provided to service customers and provide recommendations of area to improve and monitor progress
Promote the training and usage of appointed programs to improve the overall customer experience
Assist dealer in minimizing customer down time by improving dealer processes within the customer service area
Ensure Dealer maintains or exceeds minimum Dealer Operating Standards (DOS)
Assist the Dealer Distribution team by providing accurate DOS reports
Document Activities and Actions in order to track progress during follow up reviews
Work with the Dealer Distribution team in searching out and renewing service locations whenever necessary and/or recommend non-renewals or terminations whenever necessary
Provide dealers with training on preferred business practices using Volvo Penta electronic systems for Volvo Penta Partner Network (VPPN), Unified Claims Handling Process (UCHP), Electronic Parts Catalogue (EPC), Learning Management System (LMS), Vodia (Volvo Penta diagnostic tool), and ARGUS (Volvo Penta electronic case management system)
Investigate dealer/distributor/customer product complaints and make on-site decisions to resolve them expeditiously and within VPA warranty and goodwill guidelines
Investigate safety incidents and address then into the quality process
Support dealers on complex service issues
Provide management with weekly and bimonthly schedules via MS Outlook Calendar
Provide management reports on product quality issues via ARGUS
Ensure that all necessary paperwork, including ARGUS case details, major component orders, and warranty authorizations are processed in a timely manner
Perform limited audits of the dealer’s warranty department to ensure compliance to Volvo Penta policies
Develop and maintain a high level of best business practices and technical proficiency in marine leisure, marine commercial and industrial products
Achieve quantitative objectives within assigned area of responsibility as assigned by the Manager of Service, Region Americas
Perform other duties, tasks and responsibilities as assigned by management and deemed vital to the achievement of the Volvo Penta business plan
Education and Experience
Bachelor’s Degree in business, technical or related field; or equivalent combination of education and experience
Minimum (5) five years marine and/or industrial retail trade experience or equivalent, preferably in a service management role
At least 1 year experience in retail dealership operations preferred
Technical Certificates preferred – e.g. auto, truck, equipment, engines, drives, etc.
Volvo Penta certifications are a plus
High ability to work independently
Problem Solving/Decision Making
Bilingual in Spanish
Strong working knowledge and experience with Microsoft Office Products
French is a plus
Availability to travel internationally
Requires standing, walking, lifting and/or moving up to 50 pounds
Requires frequent walking, stooping, kneeling, bending, and crouching
Requires frequent out-of-town travel, including international travel (90%)
Compensation & Benefits
Volvo Penta Region Americas offers a competitive salary with an excellent benefits package that includes health, life, dental and vision plans as well as a 401(k) with company match and a pension.
Disclaimer: The above statements are intended to describe the general level of work being performed by persons assigned to the classification. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of the job. Printed copies may not be the most current. Volvo Group is an Equal Opportunity Employer and Affirmative Action employer. E.O.E./M/F/D/V.
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.
With Volvo Penta , a world-leading supplier of engines and complete drive systems for marine and industrial applications, you will be part of a global and diverse team of highly skilled professionals who works with passion, trust each other and embraces change to stay ahead. We make our customers win.
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Volvo Group North America is an Equal Opportunity Employer E.O.E/M/F/Disability/Veteran