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Product Support Service Representative – Bay Area

Volvo Group San Leandro Full-Time
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JOB SUMMARY: The responsibility of the VCES Product Support Representative is to assist new and existing customers with equipment and dealership matters, and to provide information and training needed to accurately utilize, maintain, and repair Volvo Construction Equipment as well as all equipment types and brands represented by the dealership.  
  • Demonstrates a safe work and environmentally sound behaviors at all times in support of VCES California’s Health and Safety Policy, Programs and initiatives.
  • Conducts initial assessment of sold equipment, for repair needs in order to proactively determine service needs.
  • Recommends the best solution to the customer’s concerns related to service and parts issues.
  • Provide customers with outstanding assistance and answer all technical questions for the full range of VCES represented equipment types and brands.
  • Cultivates a customer care environment by supporting with sales, ordering, and tracking of parts and or services.
  • Facilitates the training for the customer’s operators and familiarizes the operators with VCES equipment and machine systems.
  • Sets in motion customer communication for the rental of equipment.
  • Maintains a sound working relationship with all VCES departments.
  • Conducts machine inspections for trade value estimations.
  • Supports onsite Volvo Care inspections.
  • Works with the CRM system to ensure the company is connected to customers, inputs information to track sales leads, and improve profitability.
  • May deliver parts for emergency repair needs.
Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Knowledge and Experience:
  • Must have at a minimum, a High School diploma or equivalent.
  • Bachelor’s degree or higher from an accredited college is highly desired.
  • Strong product/industry knowledge related to various types of ground engaging equipment, including, but not limited to excavators, wheel loaders, and articulated hauler trucks preferred.
Additional Important Requirements:
  • Computer proficiency, especially with Microsoft products such as Excel and Word is required.
  • Demonstrates professionalism and approaches customers in a tactful and respectful manner while under pressure. Accepts responsibility for own actions and follows through on commitments.
  • Travel as needed to worksites and check on status of equipment.
  • Works with integrity, treats customers with respect, and inspires the trust of others.
  • Mush be able to adapts to changes in the work environment, and be able to manage frequent work hour changes, delays, and/or unexpected events.
Physical Requirements (e.g. language, mobility):
  • Requires prolonged periods of sitting and/or standing
  • Frequent stooping, bending, overhead reaching, lifting, pulling, caring, or pushing objects or materials, up to 25lbs.
  • Occasional lifting, pulling, or pushing objects or materials, up to 50lbs.
  • Will work in a noisy, dusty areas with outdoor elements and environment.
  • Must be able to climb stairs and ladders, steps and use handrails for entering and exiting heavy equipment.

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer


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Product Support Service Representative – Bay Area
Estimated Salary: $64K
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Job ID: 96582BR


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Imagine yourself working with some of the sharpest and most creative brains in the transport and infrastructure industry, developing cutting-edge technologies and sustainable transport solutions that will change the future of society.

Imagine yourself working in a company that really believes that people are its driving force, fostering a culture of energy, passion and respect for the individual.

Imagine yourself working for the Volvo Group, a global leader in sustainable transport solutions which employs about 110,000 employees, has production in 19 countries and sales in about 190 countries. A place where your voice is heard and your ideas matter.

Together we move the world.

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