Incident & Digital Support Specialist

Let's introduce ourselves

Incident & Digital Support Specialist

Mahwah, NJ (onsite)

The Connected Car team sits within Volvo’s Commercial Digital organization and is responsible for the end-to-end delivery and support of the connected vehicle experience within the Americas region. This includes working with our infotainment systems, cloud software, Volvo Cars mobile app ,and our existing legacy platforms.

As a Connected Car Incident & Technology Support Specialist, you will need to engage both your technical and customer service skills. This position will be responsible for acting as a subject matter expert related to mobile networks and platforms. Including, validation of globally developed solutions as well as technical support for in-vehicle and cloud back-ends. This role is paramount in supporting the quality of our products – both new vehicle launches and legacy vehicles that have been on the road.

Together with our retailer network partners and customer service teams you will also be working to identify the root cause of incidents or problems for Volvo customers or product teams. This can be through developing user aids and tools or proposing updates to existing workflows and processes.

What you'll do

• Serve as local incident and problem lead by acting as escalation point and subject matter expert to resolve technical, user, or process issues within the Connected Car domain.
• Communicate and manage high severity incidents or outages and their associated impacts to the market, assuring that all stakeholders are appropriately updated on issue statuses.
• Collaborate with internal technical teams and third parties to report, manage, and validate resolution of incidents with customer or business impact.
• Monitor, document, analyze reported quality issues pertaining to vehicle infotainment and connectivity in close alignment with Digital Support and Quality Engineering team.
• Work to identify trends in reported issues and utilize them to build cases/analyses to recommend and, if needed, escalate customer facing fixes.
• Leverage existing data and tools to create dashboards to analyze trends and behaviors based on multiple sources (Customer Feedback, Ticket Requests, Business Discussions, etc.)
• Support multiple teams within a software release lifecycle including software validation, regression testing, and deployment support.

What you'll bring

We are looking for someone with a degree in Information Technology / Systems, Engineering, or similar professional work experience. Ideally you will have a few years of experience from a role within a technical support team setting where you have built skills in troubleshooting, analysis & seeing projects through to completion. You have experience from working with 3rd party vendors with implementing or supporting purchased services.
Clear and concise communication is necessary. Volvo Cars, and the Suppliers we work with are based around the globe. Therefore, we see that you are fluent in the English language, a good communicator and enjoy collaboration far outside your team.
For you to fully enjoy this opportunity, we believe that you have a genuine interest in working and developing a product area that combines the automotive and technology-enabled product industry. You embrace agile methodologies, collaboration and are eager to learn and develop new competencies.

Salary Range
• $65,199 to $121,083
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines