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.
Mission
The Services Processes and IT Analyst will work closely with MC´s teams, dealers, and other departments to support the business across Latin America. This role will be central to coordinating the development of key service processes and tools and will play an essential part in the service transformation and digitalization journey within the region, acting as the Latin American representative in discussions and prioritization of tool development with the Local and Global organization.
Scope and Influence
This position reports to the Manager of Service Development & Digitalization, under the Services and Customer Experience area. It involves close collaboration with dealers and the commercial organization, primarily supporting Volvo Trucks in Latin America.
Opportunity Description
As the "Key-user" of core service applications, this role will align regional market needs with HQ and the local development organization to promote service solution adoption within the region. Key applications under this role’s responsibility include:
DMS (Dealer Management System): The global Volvo system (GDS) used in our region.
Dwelltime: A system focused on managing workshop lead times to ensure premium customer experience.
CDB/CM System: A customer relationship management tool.
Main Responsibilities
Support Brazilian dealers and Latin American markets in using and implementing the tools and new features.
Participate in discussions on improvements and prioritization with the global organization.
Review processes focused on workshop digitalization and efficiency.
Analyze data and develop reports and KPIs to support dealers and other areas in improving workshop productivity.
Promote the use of tools and efficiency in service processes by sharing best practices and providing user training.
Recommended Qualifications and Skills
Bachelor’s degree in Engineering, IT, Business Administration, or equivalent.
Project management skills and experience coordinating project teams.
Experience in data analysis and report preparation, including BI (Business Intelligence).
Knowledge of service design methods.
Ability to clearly communicate analytics insights verbally, in written text, and in presentations.
Strong logical problem-solving skills using data-driven methods, such as machine learning.
Experience with machine learning methods and agile software processes.
Desirable knowledge of products and applications in combination with customer services in the logistics ecosystem, contract data, and telematics data.
Proficiency in Portuguese and English; Spanish is a plus.
Ideal Candidate Profile
We are looking for a professional who:
Has the ability to lead strategic projects and actions within a collaborative environment;
Can communicate effectively at all levels, understanding customer needs and identifying business opportunities to support service growth with a customer-centric approach;
Is data-driven, transforming information into valuable insights to support company decisions;
Brings an outside-in perspective by staying closely connected with dealers and area managers, challenging internal processes to deliver a premium customer experience.
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