Technical Support SpecialistHybrid

Your brief

As the Technical Support Specialist, you will improve and enhance customer satisfaction through the resolution of product and customer concerns through the delivery of technical diagnostic advice, warranty advice and support to the Retail Network. You will work in a fast-paced environment that requires quick thinking, problem solving and a willingness to be agile and adapt according to the situation and business needs.

Reporting into the Head of Technical & Warranty, you will have a proven track record, strong attention to detail and a customer first mindset. As you are acting as the first line support for the Retailer network you will proactively manage the daily issue log and resolve these issues via issue log, emails, phone calls and in person when needed.

This is an exciting opportunity to join a human centric company working towards an all-electric 2026 future. This role is perfect for those with a customer centric and analytical mindset whilst also having a high diagnostic ability. 

What to expect

• Handle escalation queries from first line and provide support and advice to front line
• Provide advanced technical diagnostic support to Retail network via phone, email, and in person if required based off the information received from the Retailers.
• Perform remote troubleshooting, hands on if necessary
• Product and Retailer concern resolution in collaboration with the Business Development Managers and Aftersales team.
• Liaising with Retailer staff concerning warranty matters.
• Support for Warranty Officer with online Retailer warranty claim review, authorisation and general processing.
• Processing Retailer Warranty and Goodwill claims, escalate if necessary.
• Responsible for extended Warranty retail products and Service Contracts
• Ensure conformance with Volvo Cars Gothenburg Warranty policy at a local level.
• Retailer Warranty Auditing; preparing the brief and reviewing outcomes.
• Provide Training in our warranty system, QW90 Systems and Volvo Standard Times
• Produce & release Warranty Bulletins, Update & Maintain the Volvo Policies
• Assist with maintaining QW90 - retailer changes and model updates
• Monitor Retailer claim quality and efficiency.
• Ensure warranty payments are processed through Finance team in a timely manner.
• Actively participate in fortnightly APEC Warranty Meetings.
• Prepare required materials and represent VCA at tribunal.
• Responsible for APAC warranty requests: cost reduction strategies.
• Provide cross functional support for Technical & Warranty team.
• Review Technical reports and provide updates to the Technical & Warranty team.
• Manage Volvo Car Australia fleet support – conduct assessment of vehicles and order parts when needed
• Provide support for Port of Entry, including Stock Maintenance requirements
• Provide support for VIDA/TIE administration and Retailer support for these programs.
• Manage new user set up, access changes and terminations. 

You and your skills

• Automotive Technician combined with 6 years’ experience with high diagnostic ability
• Excellent diagnostic capabilities – including “over the phone” assistance
• Current Volvo Experience including High Voltage systems preferred but not mandatory
• Intermediate computer skills with agility in learning new systems
• Strong communication skills (written and oral)
• Customer-first mindset
• Flexible attitude and approach to work, able and willing to pivot to different tasks or focuses based on business needs and / or requested by manager.

You want to make a difference? So do we!

Volvo Cars is on an ambitious journey to re-define the customer experience related to car usage and ownership. Combining digital technologies and innovative services, we are committed to offer the most personal solutions in mobility.

We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars.