Service Market & Customer Support Manager

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.

Job Summary

The incumbent is responsible for developing and executing strategies to grow the service business within a defined market. This role focuses on increasing service revenue, improving customer retention, and ensuring high-quality service delivery while leading cross-functional teams and optimizing operational performance.

Key Responsibilities

• Develop and implement market-specific strategies to grow service and after-sales revenue
• Analyze market trends, customer needs, and competitor activities to identify business opportunities
• Drive customer satisfaction, retention, and loyalty through high-quality service delivery
• Manage service KPIs such as revenue growth, profitability, service efficiency, and customer satisfaction (e.g., NPS)
• Collaborate with sales, operations, and technical teams to align service offerings with customer expectations
• Lead and support service teams, including training, performance management, and development
• Optimize service processes, tools, and workflows to improve productivity and cost efficiency
• Ensure compliance with company policies, safety standards, and regulatory requirements
• Manage budgets, forecasts, and financial performance of the service business
• Build and maintain strong relationships with key customers and stakeholders
  
  

Required Qualifications

• Bachelor’s degree in Business Administration, Engineering, Marketing, or related field (MBA is a plus)
• 5–10 years of experience in service management, after-sales, or a related commercial role
• Proven track record in driving service revenue growth and operational improvements
• Strong analytical and strategic thinking skills
• Experience managing teams and cross-functional collaboration
• Excellent communication, negotiation, and leadership skills
  
  

Preferred Skills

• Knowledge of service operations, maintenance models, or lifecycle services
• Experience with CRM and service management tools (e.g., Salesforce, SAP)
• Financial acumen (P&L management, forecasting, budgeting)
• Customer-centric mindset with strong problem-solving abilities
  
  

Key Performance Indicators (KPIs)

• Service revenue growth (parts, labour and hours)
• Parts gross margin / profitability (wholesale and retail)
• Customer satisfaction and retention rates
• Service response and resolution times
• Service contract penetration and renewal rates
  
  

Work Environment

• Typically office-based with regular travel to customer sites or regional offices
• May require coordination across multiple regions or business units
  
  

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.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.