Manager, Technical Service Singapore
Volvo Bus Asia Pacific is one of the leading clusters within Volvo Bus Corporation (VBC) and has a proud history of profitability and growth. It is responsible for Bus vehicle and Service sales business, partnership with Volvo’s own and private importers, key customers and body build partners, and progress of the Volvo Buses total business within the region.
We are looking for a technically competent and passionate individual to join the Volvo Bus Singapore team as Manager, Technical Service Singapore.
Reporting to the Country Manager, Volvo Bus Singapore, the Technical Service Manager has the responsibility of providing technical and service support for Volvo products to our private dealer, institutional and fleet customers. The Manager will also guide and liaise with the Service Dealer to ensure customer satisfaction through delivery of prompt, customer-focused and high-quality technical solutions in a timely manner thus ensuring uptime of bus operations.
Technical Service:
· Provide hands-on technical solutions and support in a timely manner to all Volvo bus customers for Volvo product / buses operating in Singapore.
· Support with troubleshooting, technical requests and escalations and conduct field investigations.
· Train, upskill and provide technical support to Volvo’s private dealer in Singapore.
· Liaise with Volvo Headquarters and other technical teams for swift solutions on technical service issues affecting customer operations.
· Co-ordinate with the technical managers in APAC Central and Malaysia along with the Dealer Network in Singapore and Malaysia to ensure seamless cross border service support and minimized downtime for cross border private bus customers.
· Develop and maintain relationship with all stakeholders (for eg. Authority, PTO’s, Private dealer, key suppliers, and body building partners).
· Proactively monitor field service issues, including escalation of repeated failure, leading to submission of technical case which can lead to improved solutions (campaigns) to help improve product quality.
· Coordinate and manage stakeholders to ensure seamless delivery (Chassis inspection / Pre-Delivery Inspection / acceptance) of new vehicles to Singapore customers.
· Partake in scheduled monthly or quarterly technical service meetings with Public Bus Operators, Authority and Private Dealer.
· Perform connected-vehicle data analysis to enhance & broaden customer value proposition.
· People Management - Manage Volvo bus service personnel.
Monitor & Reporting:
· Warranty management – Analysis and review of claims & budget for Singapore.
· Monthly submission of top 5 quality and service meeting and required items to APAC APAC Central technical manager.
· Monitor new campaign releases and ensure campaigns are implemented on vehicles in a timely manner. Report campaign completion status to APAC Central technical manager.
· Other adhoc duties as requested by the Country Manager / APAC Central technical manager.
Service Systems support:
· Be the super user for select Volvo systems within the market.
Training:
· Deliver / Co-ordinate technical training to be provided to Public Transport Operators, dealer network and Singapore Bus Academy (SGBA) / Land Transport Authority (LTA) in conjunction with APAC Central technical manager & APAC Training Manager.
Requirements
· A technical service professional with 6 to 10 years’ experience in the bus / truck industry.
· Good service, workshop, and customer facing process knowledge.
· Strong hands-on problem-solving experience with in-depth technical and electrical knowledge.
· Customer-focused, excellent client communications skills to work and build relationships with key customers, new dealers, business partners and internal team.
· Ability to learn on the fly, work in a cross-functional, multi-cultural team and adapt to challenging environments.
· Proven ability to lead and coach people.
· Experienced in conducting training and develop training plans.
· Good verbal and written communication skills.
· Open to frequent local travel and occasional international travel.
Qualifications
· Bachelor’s Degree in Mechanical, Electrical or Technical Engineering or related qualifications
· Experience in working with technology and productivity tools including MS Office, Excel & PowerPoint
