Director: Customer Service & Quality

Want to join us on our exciting journey?

Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

Position Summary

We are looking for a very energetic person who can lead an environment of collaboration and transparency with internal VCCL and Americas colleagues, retailers, and external agencies; someone with a proven track record who can energize and develop teams to generate new ideas, and motivate the service function to maximize full potential of the brand and build strong relationships with the retailer network.

Primary responsibilities include development of the development and implementation of parts, service and quality strategies for the Canadian market. Reporting to the Managing Director (CEO) of VCCL, the Director, Customer Service & Quality is a member of the management team leading a department of 10 employees (4 Regional Managers, 3 Field Technical Specialists, 2 Business Development Managers and 1 department intern. This position closely collaborates with the US and global organization.

Key Responsibilities

Parts and Service Revenue

• Working cross functionally with finance, Develop and Forecast a parts revenue strategic plan that contributes to Volvo Car Canada’s Revenue and Market earnings. Plan and manage both short term and long term parts revenue, objective setting and retailer implementation as well as manage retailer performance towards the achievement of monthly KPIs in alignment with Volvo Car Canada’s revenue plan.
• Understand and use in daily work- and in co-ordination with the business development managers- KPIs that demonstrate the health of the customer service commercial business, and identify strategies to increase revenue output.
• A parts ecommerce strategy that supports the broader implementation of One Price Promise Principles
• Retailer business development
• Support and work cross functionally with the US and VCC to ensure parts delivery, forecasting, and logistics are optimized within the Canadian retailer network.
• Develop a marketing plan, budget and implementation that supports the growth of both the spare parts and service business in Canada. Work cross functionally with VCCL marketing, our US partners, and Global partners to support a branded service offer in Canada that is meaningful to consumers, develops loyalty and retention and adds value in our service operations.
• Develop and implement a plan to prepare the spare parts business for an electrified carpark. Including analysing and implementing new business opportunities, new partners and training to support retailers in shifting work habits and repair types in preparation for this change.
• Manage partner relationships to support retailers in increasing revenue and identifying opportunities for growth in sales of products important to our business, but not supplied by VCCL.
• Wholesale parts growth strategy
• Develop and Implement a commercial strategy to grow and develop the Canadian Volvo parts business. Key Focus areas should be anchored around
• Assurance programs designed to support retention and owner loyalty
• Forecast and understand carpark volume development within the Canadian market, and develop and implement a plan to ensure retailer capacity and readiness. Working cross functionally with other VCCL departments, develop and implement a plan to ensure retailer capacity readiness through 2030.
• A Collision center program focussed on repair quality, revenue development and customer convenience, and integrated within the VCFS lease return framework.

Service Offer

• Develop and implement a strategy around new and unique ways for vehicles to attend the workshop that are rooted in technology and convenience. Grow Volvo Valet utilisation and market as a premium offer for customers while looking to new ways to reach customers and get vehicles to attend the workshop.
• Develop and implement a strategy anchored around Volvo Cars app to support the rapid digitization of the service business.
• Develop and Implement a digitization strategy anchored in promoting transparency with customers, ease of doing business and growth of parts revenue that changes the way customer view servicing their vehicle with VCC retailer partners.
• Establish and Manage the relationships with 3rd party suppliers that offer products that modernize the service business. Develop a plan to implement it within the retailer body, provide training and manage associated costs.

Workshop readiness

• Establish best practices designed to increase workshop efficiency such as tool room organization, software download protocols, new ways of working within a work bay (such as VSS) etc. to increase service throughput.
• Working with key VCC stakeholders, evaluate current retailer utilisation of digital tools. Understand and bring to the Canadian retailer environment new tools designed specifically to ensure workshop efficiency.
• Working with our US partners- and the field staff, increase retailer utilisation on tools such as VIDA Wifi.

Quality

• Working with the field force, develop and implement a plan ensuring retailer readiness around the technical launch of new products.
• Working cross functionally, liase with the US and global quality departments to understand and improve warranty performance.
• Participate, understand and support technical review committees designed to action on current model quality. Support the launch, execution and successful and rapid completion of Recalls, service action and quality actions within the Canadian market. Support the communication and support of quality actions and port holds to minimize impact to the business.
• Manage and work cross functionality with CX to grow retail OSAT within Canada and to understand gaps between OSAT and 3rd party customer satisfaction reports (ex. JD Power etc.)
• Develop a communication plan to support retailers with quality improvements. Liase with other global stakeholders to develop meaningful implementation that supports transparent communication and rapid development
• Manage a goodwill budget controlled by the field force used to promote customer satisfaction.

Qualifications

• Fluency in French is a plus, both written and spoken
• Degree in a related field required (commerce, engineering or technical)
• Experience developing people and teams, with proven track record of strong cross functional collaboration with internal and external parties
• Ability to influence external parties to gain cooperation, support and commitment in achieving desired results
• Minimum of 10 years of related automotive service experience
• Strong leadership and managerial skills in order to be proactive, responsive to business needs, and to motivate and develop the staff effectively

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.