Service & Uptime Support Manager

Date Posted: Posted12 hari yang lalu
Salary:
Jakarta
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Job Description

Indonesia

Position Description

Job Summary
  • Work together with the Market Area Head, Business Head and Uptime & Parts Commercial Manager as part of a cross-functional team together with distribution partners and regional functions to drive the agreed strategic business targets and dealer change management.
  • Responsible for gaining alignment with and holding Dealer Aftermarket Management accountable for agreed customer satisfaction, dealer service operations and uptime support targets in assigned dealer markets.
  • 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
  • Develop a high performing dealer network for selected markets, in close collaboration with Market Area Head, Business Head and Uptime & Parts commercial Head.
  • 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.
  • Actively support and execute agreed actions in partnership development meetings (PDP) to improve the overall partnership performance of the market.
  • Actively support the development and be accountable for the implementation of operational targets for Uptime Support in assigned markets.
  • Support Uptime services penetration growth though dealer service operations improvement initiatives for assigned Dealers.
  • 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 and provide TG (Technical Goodwill) /CG (Commercial Goodwill) to support customers as and when required.
  • Ensure Dealer Readiness to support new Volvo Product and Services launched into assigned markets.
  • 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 SEA Market Area and other Market Areas.
Authorities
  • Key Contributor to decision on Uptime Service Support targets for assigned markets
  • Frontline decision on TG/CG approval as per DAG
  • Work within approved budgets and approval levels as set in DAG
Accountability
  • Ensure Dealers are aligned and have the necessary Field Service, Workshop Service, CSA Service, Connectivity Service, Warranty Support and Service Training Organisation, Capacity, Coverage and Competence
  • Achieve agreed Field Service, Workshop Service, CSA Service, Warranty Support and Connected Services Operational targets
  • Ensure and align Dealer and Volvo CE recovery actions to achieve agreed CSS (Customer Satisfaction Survey) & DSS (Dealer Satisfaction Survey) results to improve OtD & DtR processes
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 required for the position:
  • University degree or appropriate academic qualification
  • Minimum 10-15 years’ work experience in related role
  • Minimum 3-5 years of relevant CE equipment service and/or customer support experience
  • Experience working in Indonesia market is mandatory
  • Experience working in CE industry will be an added advantage
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
  • Fluency in Bahasa Indonesia is mandatory
  • Good Verbal and written Fluency in English Leadership skills
This is an individual contributor position and the role is to be based in Jakarta, Indonesia on local compensation package.

About us

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

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 we have been able to pave the way towards a more sustainable future. The global construction industry is our arena and our employees are our greatest assets.

We can only continue to stand out as industry leaders through the people driving us forwards. Come be a part of our team and help us build tomorrow.

Auto req ID

126091BR

Organization

Volvo Construction Equipment

State / Province

DKI Jakarta

City/Town

Jakarta

Employment/Assignment Type

Regular

Travel Required (maximum)

Occasional Travel

Functional Area

Aftermarket

Last application date

13-Apr-2022

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Job Detail

  • Job Id
    437ef82e24863bdd
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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