Uptime Support Specialist

Mack Trucks; Greensboro (NC); On-site; USD 46,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Generous PTO

Retirement Match

Professional Development

Work-Life Balance

Volvo Group University

Job summary

Volvo Group in Greensboro, NC is seeking an Uptime Support Specialist to join the Volvo Action Service and Mack OneCall teams. You will deliver top-tier customer service during breakdown events, dispatch service, and coordinate with providers to get trucks back on the road.

The role emphasizes problem-solving, documentation, and proactive follow-up to exceed customer expectations, with a strong team-based environment and daily collaboration across the organization.

Qualifications

• Bachelor’s degree preferred; high school or GED required.
• 1–2 years of customer service or technical support experience preferred.
• Solid understanding of Microsoft Windows operating systems.
• Strong organizational skills for fast-paced environments.
• Automotive associate degree or automotive/heavy duty diesel repair experience preferred.

Responsibilities

• Answer and document customer requests for roadside assistance with professional phone etiquette.
• Document inquiries in case management tools and keep all parties informed.
• Coordinate with customers, dealers, and tow vendors; provide ETA and follow up.
• Access technical specifications and warranty information as needed.
• Escalate issues to team lead when necessary to ensure timely progress.
• Contribute to team procedures and environment to improve service delivery.

Education

Bachelor’s degree preferred

High school or GED equivalent

1-2 years customer service / technical support

Solid understanding of Microsoft operating systems

Strong organizational skills

Automotive associate degree or diesel repair experience

Job description

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

What You Will Do

Mission/Purpose of Job Both of the Volvo Action Service and Mack OneCall teams take care of their customers across North America by getting them back on the road quickly if they experience a breakdown or need any other type of assistance. We follow up on the status of the breakdown and negotiate solutions to logistical and technical problems. We strive for customer success, and take problem solving to the next level. Our team is located at the heart of Volvo Trucks' Uptime Center in Greensboro, North Carolina. Our colleagues have vast backgrounds and experience, and we operate 24/7 365 days a year.

As an Uptime Support Specialist, you will be a key member of the Volvo Action Service and Mack OneCall teams providing excellent customer service in a fast-paced high-volume call center. The primary focus of the job is delivering the ultimate experience for our customers in the event of a breakdown. This includes managing to our customers’ expectations and unique profile requirements, dispatch service and follow up with the service provider to find solutions to get trucks back on the road. Delivering an exceptional customer service is something we pride ourselves on which also gives our customers a long-lasting impression of our brand.

Key Responsibilities/Accountabilities

• Promptly answer and accurately document and respond to customers’ requests from incoming phone calls regarding roadside assistance or other inquiries while demonstrating a pleasant and professional phone etiquette. Deliver extraordinary customer service to customers, using sound business judgment. Listen and probe for additional information as necessary.
• Accurately document inquiries in case management tools to ensure a fully transparent and seamless customer experience. Keep interested parties informed during the entire breakdown event. Assist customers utilizing provided tools, resources and systems and follow standard documented operating procedures to ensure a consistent customer experience.
• Coordinate with customers, dealers, and tow vendors during a breakdown event. Provide ETA and ensure timely follow ups and manage cases to completion. Ensure required information is captured and adhere to set standards to exceed customer expectations. Be able to locate, understand and provide technical specification information as well as warranty information as needed.
• Collaborate and build team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment. Active participation in the development of the team including its working procedures and environment.
• Establish and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities supporting our customers and the team overall.
• Provide excellent customer service and problem solving in end to end case management if issues arise with services provided, case financials or customer inquiries. This includes proper customer and dealer follow up to promote excellent and ongoing communication in the service event.
• Address customer complaints effectively during case coordination and know when escalation to team lead is necessary to ensure timely case progression. Make sound decisions concerning the prioritization of service (e.g., safety concern). Identify situations that require special handling and coordinate with the supervisor and/or manager.
• Perform any other tasks as needed and directed by supervisory and/or management staff.

Who are you?

Critical Competencies

• Customer Service
• Problem Solving
• Analytical Thinking
• Leadership (lead by example)
• Conflict Resolution
• Business and Customer Focus- great disposition
• Communication- Strong written and verbal communication skills
• Strong Data entry and computer skills
• Conceptual Thinking
• Flexibility- Ability to prioritize and multi-task
• Information Seeking
• Initiative (self-motivated)
• Learning from Experience
• Self-Control
• Teamwork – Strong interpersonal skills
• Excellent Negotiation skills
• Strong Documentation tendencies and capabilities

Essential Education/Training And Certificates

• Bachelor’s degree is preferred
• High school or GED equivalent required
• 1-2 years of customer service / technical support experience preferred.
• Solid understanding of Microsoft operating systems
• Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment while effectively documenting important facts in our case management system.
• Innovative problem solving, research, motivational, teambuilding and analytical skills
• Automotive associate degree is preferred or automotive/heavy duty diesel repair experience

Other

• Ability to sit for extended periods of time while using a computer and other devices.
• Ability to work in an office location in Greensboro, NC – this is not a remote position.

Ready for the next move?

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base pay is set at $45,500 - $56,200 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work‑related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

In addition to a solid package of compensation and benefits, plus you will enjoy:

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as "The American Truck You Can Count On," thanks to our durable, reliable and application-driven vehicles that get the job done.

Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack), you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.