Operations Specialist

☞ Volvo Group

View: 130

Update day: 16-11-2025

Location: Ghent East Flanders

Category: Finance / Bank / Stock

Industry:

Job type: Interim

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Job content

Belgium

Position Description

Introduction

Volvo Action Service at Volvo Trucks takes care of Volvo customers across Europe, in getting them back on the road, whenever they experience a breakdown of their vehicle. We follow up on the status of the breakdowns and negotiate solutions to logistic and technical problems. We strive for customer success, and take problem solving to the next level. Our European offices are located in Gent (Belgium), Rugby (United Kingdom). The division in Gent is, by far, the largest, approximately 140 people work here, of which the majority in shifts. Our colleagues come from all over the world, and we offer a 24/7 customer support, for more than 16 different languages.

This is us, your new colleagues

As part of BI & Operational quality team you will be part of a diverse International team that is a highly engaged & motivated, who works hard to deliver excellence but can take time out to laugh. We work closely together and respect and value different opinions & values. We have a positive mindset, we constantly challenge ourselves on continues improvement.

Do you just love to…

The Operations Specialist, under the leadership of the BI (Business Intelligence) & Operational Quality Manager, will support the process to exceed customers’ expectations by developing proactive partnerships with the Dealers and Markets to create enhanced service experiences. Support VAS (Volvo Action Service) Operational Teams proactively with advanced warranty knowledge and cross-functional collaboration and act as intermediary/liaison.
Translate internal and external feedback into continues improvement proposals.
  • Perform 2nd level case support for ‘live’ cases or customer complaints not resolved through the 1st line of support (Breakdown & complaints team and Financial team)
  • Support Operations during live breakdown cases to take quick decisions on warranty-related breakdowns.
  • Take Decisions and manage all complaints related to Warranty/Campaigns and warranty programs.
  • Make decisions at an expert level according to Volvo Group processes and procedures.
  • Work in direct collaborations with the Warranty, Service contracts, Service Market Logistics & Technical support to establish effective communication & work instructions to improve Uptime.
  • Support the Services Owner and Process Manager in maintaining and improving the levels of quality supplied through the Roadside Assistance Services.
  • Provide guidance and support to assist the 1st line support in understanding warranty, service contracts and Service Logistics procedures.
  • Work with CI (Continuous Improvement) methodologies to drive improvement initiatives throughout all VAS operations.
  • Resolve conflict between vehicle owner, dealer/vendor, and Company on all disputes!
  • Take ownership of the administrative process for Goodwill.

Are you the one?
  • Natural problem solver
  • Business Insight
  • Customer Focus
  • Manages Complexity
  • Resourcefulness
  • Plans and Aligns and Optimizes Work Processes
  • Excellent communication skills
  • Excellent negotiating skills
  • Experience in working with an extended support network.
  • Organizational awareness
  • Courage
  • Self-Development and demonstrates Self Awareness.
  • Previous experience of Roadside Assistance operations is a beneficial plus an excellent understanding of Volvo Processes & Policies linked to the roadside assistance process.

Let’s do this!

This is a temporary project assignment.
Are you a team player, passionate about customers and our brand, stress resistant with good communication skills? Then Volvo is the place to be where you can develop a career within a world known and respected brand.
Come and join our international team! Want to get to know our business first? Check out our video here

Hiring Manager: Caroline Gillmer
HRBP: Emma Parry
SG4

About us

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. Together we move the world we want to live in and help our customers keep their promises.

Auto req ID

124156BR

Organization

Volvo Trucks

State / Province

Oost-Vlaanderen

City/Town

Gent (Oostakker)

Employment/Assignment Type

Temporary

Travel Required (maximum)

No Travel Required

Functional Area

Aftermarket

Last application date

04-Mar-2022
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Deadline: 31-12-2025

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