United States

Do you have a passion for electrical troubleshooting, and strive to make our end customers successful If yes, please continue to read more to learn about this exciting opportunity within Volvo Group North America (VGNA) - Uptime and Customer Support organization.

We are hiring a Product Quality Engineer, within the Service Market Product Quality team. This role will be responsible to identify, document and report product quality issues to provide timely solutions to the field and increase customer satisfaction for the for Volvo and Mack trucks with specialty in the Software and Electrical hardware area. Drive service solutions to the market and improvements in speed of repairs to increase customer uptime by analyzing connected vehicle data, technical support case and warranty data. This role will be in Greensboro NC.

Key Responsibilities/Accountabilities

• Analyze information from multiple sources and maintain scorecard for each area to identify uptime issues and provide recommendations on prioritization
• Field Reports, Warranty and Parts Sales Data
• Proactively work with Global Truck Technology to develop field solutions to technical issues in accordance with global Problem Resolution Process (PRP) guidelines.
• Represent customer voice within the Customer Problem Issue team
• Manage and develop containment solutions for field concerns that result in immediate impact to improve customer uptime
• Provide technical direction to Field Support Specialists, District and Fleet Service Managers and Dealers on cases that require escalation when there is not a known solution, or when a significant defect exists
• Identify and drive corrective actions
• Provide direction to the field team regarding parts retrieval, documentation of complaint and data acquisition
• Travel as necessary to support investigation of product issues
• Identify and communicate the product characteristics, symptoms, and effect from the customer’s perspective
• Represent Volvo and Mack with suppliers in field organization visits
• Support investigations in the field
• Ensure proper protocols are followed to protect customer and company
• Coordinate with third party investigators as directed by Regulatory Affairs
• Provide feedback and lead next steps until the issue is mainstreamed into a corrective process if required
• Provide regular status updates on upcoming projects to field organization and technical support.
• Prepare and develop financial business case for funding approval of campaigns

Critical Competencies

• Technical/Functional Expertise within Software and Electrical hardware on our Brands
• Communication
• Quality Advocate
• Customer Focus
• Change Facilitation
• Excellent oral communication skills

Essential Educational and/or Training Qualifications and Certificates

• Bachelor’s Degree in Engineering, Equivalent experience may be considered

Preferred Experience/Knowledge

• 5 years’ experience in the truck OEM and automotive industry preferred
• A strong technical background with strong understanding of the customer’s perspective
• Dealer/Fleet/OE Service Department experience preferred

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.

Our technology sets the standard – our people make the difference all day every day.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done. 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.

Mack is part of the Volvo Group, 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, Eicher, SDLG, Rokbak, cellcentric, Prevost, Nova Bus and Volvo Penta.

140236BR

Mack Trucks

North Carolina

Greensboro

Regular

Occasional Travel

Aftermarket

31-May-2023