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.
Description
The Dealer Support Center (DSC) is the area responsible for all IT service requests related to Volvo Group Dealerships. Offering support for all the Group's brands (Volvo Trucks, Renault Trucks, Mack Trucks, etc.), the DSC is located in Bengaluru, Beijing, Curitiba, Ghent, Gothenburg, Greensboro, and Wroclaw, and is globally recognized for its expertise in the aftermarket business areas. This specific position is for the Dealer Support Center Latin America (DSC LA), located in the city of Curitiba, in the state of Paraná, Brazil. DSC LA is responsible for all Latin American markets, including Argentina, Colombia, Peru, and Chile.
We are looking for / Required Skills:
- An individual with a bachelor’s degree in information technology. Other business graduations may be considered in case there is proven experience in aftermarket/end customer areas.
- Strong understanding of application architecture and integration points within dealership management systems, capable of providing business ad hoc trainings over the aftermarket process when needed.
- Fluent in English and Spanish.
- When we specify "fluent," we mean C2 level or native. C1 level may be acceptable in some cases, but below this level, the candidate will unfortunately have to be rejected.
- The candidate needs to have proven analytical skills, a willingness to help customers, and problem-solving skills.
- Demonstrate a proactive profile.
- Someone used to work with the markets of Peru, Argentina, Chile, and Colombia, understanding the cultural aspects and contexts of these markets.
- Experience in mentoring and training junior staff, fostering a collaborative team environment.
- Proficiency in advanced troubleshooting methodologies and tools, with a focus on root cause analysis.
- A professional motivated to solve problems and who enjoys challenges, sometimes in a somewhat pressured environment, but who understands that their work has a great purpose for the development of Volvo Group's business.
The Additional Competencies below will be a Plus:
- Proven experience working with Agile Methodologies like Scrum or Stable Teams Framework.
- Familiarity with IT service management frameworks (e.g., ITIL) and experience in implementing best practices.
- Knowledge of programming or scripting languages (e.g., SQL, Python) for automation and reporting purposes.
Your day-to-day responsibilities will be:
- Attend to various aftermarket IT system support requests by phone and Customer Portal from Volvo Group dealership employees.
- Participate and help conduct major incidents resolution collaborating with multiple interdisciplinary teams.
- Analyze cases through troubleshooting to provide solutions that maximize the operational sales and post-sales process.
- Transfer and escalate cases to second-level teams, following ITIL premises.
- Conduct end-to-end follow-ups with the user and second-level teams through frequent follow-ups.
- Create and implement internal and external process improvements through Kaizens and Agile methodologies.
- Contribute to strategic business objectives through actions that improve our Services.
- Mentor and guide junior support staff, enhancing their skills and knowledge.
- Act as a liaison between the dealership network and software vendors, facilitating effective communication and issue resolution.
- Participate in the testing and deployment of new application features and updates, ensuring alignment with business needs.
- As we serve all Latin American countries, there will be work shifts on the Brazilian holiday calendar.
We offer:
- An inclusive environment that promotes diversity.
- Knowledge platforms for personal development, such as PluralSight and Udemy.
- Exclusive Volvo benefits package and salary compatible with the required skills.
This selection process will be conducted with the support of Manu Mourão Consulting.
At Volvo do Brasil, we value the candidate experience and collaborate with approved partners to ensure a professional selection process aligned with our values.
We reaffirm our commitment to protecting the personal data of all participants, in full compliance with the Brazilian General Data Protection Law (LGPD). Our goal is to provide a safe and respectful experience at every stage of the process.
At Volvo do Brasil, we value the candidate experience and collaborate with approved partners to ensure a professional selection process aligned with our values.
We reaffirm our commitment to protecting the personal data of all participants, in full compliance with the Brazilian General Data Protection Law (LGPD). Our goal is to provide a safe and respectful experience at every stage of the process.
We value your data privacy and therefore do not accept applications via mail or email.
Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity gives each of us the opportunity to bring our full authentic selves to work and thrive in a safe and supportive environment, free from harassment and discrimination. We are committed to removing barriers to entry, so even if you don’t meet 100% of the job requirements, we encourage you to apply.
Why apply for this job?
Joining this position gives you the opportunity to be part of the Volvo Group. Every day, all around the world, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are nearly 100,000 people working together to shape the future of efficient, safe, and sustainable transport solutions. Our mission creates countless career opportunities for talented individuals with innovative minds and a passion for our leading brands.
Group Digital & IT is the digital development hub within the Volvo Group. Imagine working with cutting-edge technologies in a global team spanning over 30 countries. We are committed to leading the way in future transport solutions, driven by a strong customer mindset and a high level of curiosity—both as individuals and as a team. Here, you will have the opportunity to grow in your career in an environment where your voice is heard and your ideas matter.
