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Volvo Group | Nairobi, Kenya | Log in or register to see the closing date
Field Service Engineer South East Africa, Africa and LAPAC
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- Bachelor's degree
- Engineering, architecture
- Expert (non-managerial)
- Full Time
You will have the overall responsibility for providing a high level of technical support to private Importers workshops and customers when necessary and continuously communicating and periodically visiting the network to obtain maximum customer satisfaction level.
You will report to the Business Team Director South East Africa and be part of the Africa and LAPAC Aftermarket, in close contact with Aftermarket at Sales Region International level.
•Support importers to keep their customers uptime to a maximum
•Delivering technical support to the Network (importers) or end customer, primarily on location
•Ensure that Volvo Group rules are applied on : way of working , customer approach, technical knowledge and workshop equipment
•Keep the Network informed about the latest information (FST, BST, etc)
•Secure the availability and updates technical documentation within the Network
•Drive and Monitor Technical Campaigns if problems related to Product Quality, in close contact with the Quality and Warranty manager.
•Report the quality issues via Volvo Group Tools (Argus/MQR)
•Judgment on exceptional warranty and goodwill claims
•Check and analyze exceptional parts replaced within warranty
•Delivering technical support to other internal departments within Africa and LAPAC Market organization
•Product quality follow up
•Create, maintain and publish local service information
•Ensuring the private Importers workshops are implementing the correct repair procedures and performing correct repairs by periodically visiting these workshops, by making evaluations of competence levels of the private dealer workshop Technicians, service equipment and special tools and giving feedback (with dealer visit report).
•Providing information to the Uptime Manager of International Region, by communicating all technical product related faults through systems such as MQR, ARGUS, P Codes and etc. and following up the cases.
•Ensuring the effective usage of warranty and goodwill budget by evaluating and inspecting the cases
•Compiling quality reports for high-frequency failure cases and organizing shipment of parts for further investigation together with following up of connected quality journals.
•Provides helpdesk function to workshop network by administering Impact, VOSP, ARGUS dealer, parts info and etc.
•Develop strong technical skills in area of responsibility
•Identify technical training skills of importer staff
•Coordinating 24/7 Roadside Assistance operations when applicable
•Ability to use Optifuel Infomax and advise customers on driver behaviour, areas for improvement, driver training needs.
•Supporting the Sales team when they need technical knowledge support.
General InformationSalary range
: Not specifiedAdditional information
: Not specifiedContract type
: PermanentJob type
: Full TimeLocation
: NairobiArea of work
: Engineering, architectureSeniority
: Expert (non-managerial)
Job RequirementsRequired education
: Bachelor's degreeRequired relevant work experience
: 5 yearsRequired skills
: Reporting; Customer service; Technical support; Quality control and supervision; Customer support, CRM systems; EngineeringRequired languages:
English (Spoken: fluent | Written: fluent)
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