Warranty & Service Intelligence Analyst

Mack Trucks; Greensboro (NC); On-site; USD 96,000 - 119,000; Full time

Job summary

Mack Trucks, a leading brand in the Volvo Group, seeks an analytics professional to transform warranty, service, and diagnostic data into actionable insights. You will build executive-ready dashboards, forecasts, and business cases to improve uptime, service efficiency, and dealer performance.

Join a data-driven team focused on continuous improvement, predictive analytics, and scalable reporting. This role emphasizes collaboration with Warranty, Field Service, and Ops to drive measurable

Qualifications

• Bachelor's degree in a related field such as analytics, data science, or engineering.
• 3+ years in data analytics or BI, warranty/quality analytics preferred.
• Experience building dashboards with Power BI or similar.
• Advanced SQL and Excel with large/multi-source datasets.
• Ability to translate data into actionable business insights.

Responsibilities

• Develop dashboards, models, and KPI definitions.
• Analyze warranty, service data, and dealer performance.
• Collaborate with cross-functional teams to drive improvements.
• Automate recurring reporting and support AI use cases.

Skills

Power BI

SQL

Excel

Data analytics

Dashboard development

Stakeholder communication

Project management

Education

Bachelor's degree in Business Analytics, Data Science, Statistics, Mathematics, Engineering, Computer Science, Information Systems, Finance, or related field

Tools

Microsoft Fabric

Azure

Snowflake

Power Automate

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.

Position Summary

Imagine using your analytical expertise to improve warranty performance, service effectiveness, repair quality, dealer execution, and customer uptime. In this role, you will turn complex warranty, claims, diagnostic, repair, telematics, and service data into trusted insights and practical recommendations for the Volvo and Mack brands.

What You Will Do

Warranty, Claims, and Quality Intelligence

• Analyze warranty claims, repair histories, labor and parts usage, failure patterns, diagnostic information, and cost trends across products, dealers, fleets, and vehicle populations.
• Identify unusual claim populations, recurring failure modes, cost drivers, and emerging warranty or quality trends for business review and follow-up.
• Develop forecasts, scenarios, and analytical models that estimate warranty exposure, repair demand, operational impact, and potential financial outcomes.

Service, Dealer, and Uptime Intelligence

• Analyze service activity, repair cycle time, repeat repairs, dealer performance, diagnostic effectiveness, and vehicle uptime indicators.
• Create dealer and fleet views that highlight service performance, warranty trends, improvement opportunities, and areas requiring further investigation.
• Partner with Warranty, Technical Support, Field Service, Uptime, and dealer-facing teams to convert findings into targeted actions and measurable follow-up.

Decision Support and Storytelling

• Partner with business stakeholders to translate warranty and service questions into clearly defined analytical problems, metrics, and recommendations.
• Build executive-ready dashboards, scorecards, analytical summaries, and business cases for operating reviews, quality discussions, planning, and improvement initiatives.
• Communicate findings in clear business language, distinguish facts from hypotheses, recommend next steps, and track whether actions produce the intended outcome.

Advanced Analytics, Automation, and Continuous Improvement

• Automate recurring warranty and service reporting to improve speed, consistency, scalability, and access to decision support.
• Support predictive analytics and responsible AI use cases related to claim behavior, repair needs, failure risk, cost exposure, and service performance.
• Apply structured continuous-improvement methods to map workflows, identify gaps, conduct root-cause analysis, establish standards, and measure sustained improvement.

Data Management, Governance, and Integration

• Develop and maintain dashboards, semantic models, reusable datasets, reporting packages, and analytical documentation.
• Support standardized KPI definitions, data-quality controls, validation routines, and trusted reporting for warranty, diagnostics, repairs, telematics, and service operations.
• Partner with DTO, D&IT, Data Engineering, GTO, GTT, and business stakeholders to improve data accessibility, architecture, integration, and reporting scalability.

Cross-Functional Collaboration

• Work closely with Warranty, Services, Uptime, Technical Support, Field Service, Quality, Product, Finance, Operations, DTO, D&IT, GTO, GTT, dealers, and fleet stakeholders.
• Balance multiple analytical priorities, surface data limitations and dependencies early, and contribute as a collaborative individual contributor within a data-driven culture.
• Benchmark relevant practices across internal teams and comparable operations to identify practical opportunities for improvement.

Who are you?

You are analytically curious, detail oriented, and comfortable working across technical, operational, and business teams. You can move from claim-level or repair-level data to an executive-level story, challenge assumptions constructively, and connect analysis to decisions and measurable outcomes. This is an individual-contributor role without people-management responsibilities.

Required Qualifications

• Bachelor's degree in Business Analytics, Data Science, Statistics, Mathematics, Engineering, Computer Science, Information Systems, Finance, or a related field.
• 3+ years of experience in data analytics, business intelligence, warranty analytics, service analytics, quality analytics, or a related role.
• Experience developing decision-support dashboards and data models using Power BI or a comparable platform.
• Advanced proficiency in SQL and Excel, including data validation, modeling, and analysis of large or multi-source datasets.
• Experience defining metrics, identifying trends and anomalies, and communicating analytical recommendations to business stakeholders.
• Strong analytical, problem-solving, written communication, presentation, and project-management skills.

Preferred Qualifications

• Experience with warranty claims, repair orders, service operations, diagnostics, telematics, dealer networks, fleets, truck, automotive, heavy equipment, transportation, or manufacturing data.
• Experience with ERP, dealer management, warranty, diagnostic, telematics, data-warehouse, Microsoft Fabric, Azure, Snowflake, or cloud-based analytics environments.
• Experience with statistical modeling or machine-learning methods such as regression, time series, classification, clustering, anomaly detection, or predictive maintenance.
• Experience using DAX, Python, R, SAS, Power Automate, or comparable analytical and automation tools.
• Experience applying Lean, Lean Six Sigma, Kaizen, PDCA, DMAIC, root-cause analysis, process mapping, or a comparable continuous-improvement framework.

Key Success Measures

• Actionable warranty and service insights adopted in operating reviews, quality investigations, dealer improvement plans, and business decisions.
• Improved visibility into claim patterns, failure trends, repair performance, warranty cost drivers, dealer performance, and vehicle uptime.
• Reduced manual reporting effort and improved speed, scalability, and accessibility of warranty and service decision support.
• Improved consistency, documentation, and trust in warranty, repair, diagnostic, telematics, and service KPIs and datasets.
• Clear measurement of outcomes from analytical, process-improvement, and predictive initiatives.

Ready for the next move?

Join a team that is transforming warranty and service data into decisions and helping improve quality, uptime, dealer performance, and customer support across Volvo Group.

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 $96,000 - $118,500 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.