The Director – Uptime & Service Excellence is responsible for leading the end-to-end strategy and performance of uptime and product support services for Volvo Trucks, Mack Trucks and UD Trucks across Region Australia, including designated export markets.
Reporting to the Vice President Service Market, the role is accountable for driving improved vehicle uptime, service performance and customer experience outcomes through the effective leadership of dealer and internal service networks, and by translating strategic intent into measurable operational execution.
As a member of the Service Market Leadership Team, the Director contributes to functional strategy and enterprise priorities while leading a transition from reactive service delivery to a proactive, data-driven uptime model supported by strengthened governance, capability and digital service enablers.
Key Responsibilities
Lead the development and execution of the Uptime & Service Excellence strategy, translating functional priorities into measurable outcomes that improve vehicle uptime, service responsiveness, product reliability and customer experience across Australia and export markets.
Drive performance across a distributed dealer and service network ecosystem, influencing outcomes without direct operational control and ensuring alignment to uptime, quality and customer satisfaction objectives.
Establish clear performance frameworks, targets and governance structures to monitor and improve uptime performance across the network.
Product Support, Quality & Service Operations
Lead the end-to-end Product Services ecosystem including technical support, product quality, warranty administration, vendor recovery, campaigns, safety recalls and technical goodwill.
Ensure consistent application of global processes, standards and governance frameworks across all service support activities.
Oversee Market Quality Report (MQR)



processes and systemic issue resolution to improve product performance and customer outcomes.
Proactive Service Transformation
Lead the transformation from reactive service support to a proactive uptime model, embedding capabilities such as pre-planning, uptime monitoring, data-led intervention and emerging service excellence tools.
Leverage service, warranty and product data to identify trends, anticipate failures and enable earlier intervention to reduce downtime.
Drive development and adoption of new uptime capabilities including the Uptime Centre and related digital/service enablers.
Commercial, Financial & Quality Performance
Manage financial performance of the function including budgets, warranty, quality and goodwill costs, ensuring effective resource allocation and delivery of financial and performance targets.
Ensure robust management of warranty governance, cost recovery and audit outcomes, including corrective actions and capability uplift.
Maintain accountability for service-related cost efficiency and value delivery.
Establish and maintain strong governance structures, including committees, execution plans and reporting frameworks to ensure alignment, accountability and delivery of uptime and service objectives.
Ensure compliance with Volvo Group standards, policies, Code of Practice and regulatory obligations across campaigns, recalls and warranty processes.
Maintain audit readiness and governance discipline across all service support activities.
Educational Qualifications
Tertiary qualifications in Business,



Engineering, Economics, International Business or a related discipline (postgraduate qualification highly regarded), or equivalent extensive industry experience
Business Experience & Attributes
Extensive senior leadership experience in a complex automotive, heavy vehicle, industrial or service network setting, ideally within an OEM, dealer/distributor or aftermarket ecosystem.
Proven track record leading service, technical support, warranty, quality or aftersales functions, with accountability for uptime, customer experience and commercial performance outcomes.
Demonstrated success in improving performance across distributed dealer or partner networks, influencing outcomes through governance, relationships and performance frameworks rather than direct operational control.
Strong capability in leading service transformation from reactive support models to proactive, predictive or data-driven uptime approaches, including use of service data, analytics and emerging digital capabilities.
Strong commercial acumen with experience managing budgets and cost drivers including warranty, quality and service recovery, with accountability for financial outcomes.
Experience operating within global, matrixed and governed environments, with strong understanding of structured processes, standards and enterprise service systems.
Demonstrated ability to use data, insights and performance metrics to drive uptime, quality and customer experience improvements.
Proven leadership of teams through managers, with strong capability in building performance culture, capability development and cross-functional alignment.
Highly developed stakeholder influence capability, with experience engaging senior internal leaders, dealer principals and external partners in structured governance environments.
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📌 Director – Uptime & Service Excellence (Queensland)
🏢 Volvo Trucks Australia
📍 Queensland