Truck Diagnostics Support Specialist - Location Flexible

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next‑gen technologies and the sharpest collaborative teams, then we could be a perfect match. Position Description Provide diagnostic, service and programming support to dealers, Volvo Group personnel, and select fleets to facilitate resolution of product technical concerns for both North American market truck brands (Volvo/Mack). Provide instruction, authorizations, and approvals for repair procedures and major component replacements. Provide specialized support for new products/features and reporting activities to engineering for containment as required. Key Responsibilities and Accountabilities Provide guidance and technical support to dealer and select fleet technicians regarding all facets of vehicle servicing with special emphasis on maintaining product integrity in the marketplace. Support all Volvo Group initiatives for both brands in support of the customer (core focus: vehicle uptime, fix right first time, controlling cost). Manage ~300 cases and ~200 inbound calls per month to closure while adhering to company and departmental policies & procedures and meeting both quality & financial targets. Utilize all internal systems and data warehouses required to support the repair (Case Based Reasoning [CBR], Case Management, VDA+, Configurator, Impact, Parts Compass, Vehicle Inquiry, PHV, and others). Manage and provide complete vehicle support required for dealers and select fleets to resolve customer issues and special requests. This will include on‑call after‑hours support. Provide authorization to repair and/or replace major components (such as engines, transmissions, differentials and similar). Release software for programming to repair, diagnose, change functionality, and other needs. Update Software Configurator and/or the vehicle database to reflect the change. Provide customized (limited) support for specific fleets as needed. Provide field insight/interface to Aftermarket Engineering, Product Development and Service Engineering for development of long‑term solutions to product issues. Work with engineering during the root cause analysis for complex product concerns to identify the causal part. Contribute toward the creation of documented solutions, such as CBR articles. Implement containment strategies to ensure concerns are managed and warranty costs are minimized for specific product matters. Collaborate with other internal organizations (Reliability, Engineering, Warranty, and others) in support of resolving cases. Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, and similar that need to be addressed and/or resolved. Input activities into case management system for tracking and reporting. Support policy interpretation for dealers, select fleets and aftermarket personnel to ensure repairs are completed in accordance with applicable warranty programs and procedures. Critical Competencies Analytical Thinking Business and Customer Focus Problem Solving Communication Computer and Phone skills Conceptual Thinking Flexibility Information Seeking Initiative (self‑motivated) Learning from Experience Self‑Control Team working Leadership & Facilitation Mechanical Function & Design Software Design & CAN Protocols Essential Education/Training and Certificates Associate degree in Diesel/Automotive/Engineering Technology or equivalent field/technical experience (Heavy Duty Truck/Diesel). Master Tech Certification (current or recent) beneficial. Preferred Experience and Knowledge Ten years of experience in Heavy Duty Truck diagnostics and repair. Five or more years of experience in heavy truck electronics and engine diagnostics. Customer service experience. Bilingual (French or Spanish) is helpful, but not required. Compensation & Benefits For this position, the base pay is set at $72,600 - $89,700 annually, and where applicable, bonus eligible. The salary range and final offer are determined by geographic location, work‑related knowledge, certifications, skills, education, and experience. A solid package of compensation and benefits is offered, including: Competitive medical, dental and vision insurance. Generous paid time off. Competitive matching retirement savings plans. Working environment where safety, health and wellbeing come first. Focus on professional and personal development through Volvo Group University. Programs that make today’s challenging reality of combining work and personal life easier. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran. We value your data privacy and therefore do not accept applications via mail. #J-18808-Ljbffr Mack Trucks