Job description: 
Support users by explaining system capabilities, handling questions and solving incidents. Identify actual and potential software problems and provide analysis to the maintenance team, respecting commitments according to the support part of the Assignment Agreements.  

• Resolve technical problems or questions reported through our case handling system CHAIN, e-mail or phone for our internal systems Matris, Techtool and Caretrack.  
• Coordinate, communicate and follow up on major issues on said tools together with Dealers, Hubs, Region EMEA functions and Global functions.  
• Assist colleagues in their daily trouble shooting.  
• Support the development of new system solutions like the Volvo Oil Analysis program along with Dealers, Suppliers and our global functions.  

You will have a CareTrack and Matris Key User role meaning:  
• 1st level system and process support.  
• Support users in the user access process in the region.  

You will have the Tech Tool Key User role meaning:  
• 1st level system and process support.  
• Overall regional responsible for user access to the system.  
• Participate in key user group forums.  
• Do testing on machines of new releases of Tech Tool on machines in our Customer Center fleet.  
• Provide support and reporting of ActiveCare to the Volvo CE dealer network.  
• Effectivelly manage, create and oversee ActiveCare cases.  
• Work within the technical support and ActiveCare case queue to ensure high customer satisfaction.  
• Analyze problem issues in order to develop innovative resolutions at dealer and customer level.  
• Communicate to the Volvo CE dealer network and customers on activities needed to ensure machine uptime.  
• The technical liaison between the dealer and the Global Customer Solutions Team.  
• Developing service aids/materials not provided by the Global Technical Support or Service Engineering, but deemed necessary for region EMEA  
• Suggest enhancement to systems and processes related to ActiveCare .  
• Handle monthly ActiveCare reports to dealers and customers.  
• Other duties assigned as required as we will have an agile approach.