Jamie Knupp
Head of Uptime Quality Volvo Construction EquipmentJamie Knupp is Head of Uptime Quality at Volvo Construction Equipment in North America, where she leads service experience, dealer support, standard warranty, and digital support. With 15 years in the Volvo Group, she has held roles across multiple countries spanning operations, engineering, and product support. Jamie is a people-focused leader with a passion for improving customer satisfaction by shifting from reactive resolution to proactive, data-driven product support. Known for her creativity and ability to bring teams together in new ways, her approach is grounded in a simple belief: uptime isn't built after something breaks—it's built before the machine ever moves.
Laying The Foundation For A Changing Workforce
12:50 PM Keynote Panel Discussion: Realigning The Support Organization To Elevate The Customer Experience
Many service leaders are consolidating scattered support functions into a single organization to simplify the experience for customers, partners, and internal stakeholders. That kind of realignment can increase communication, centralize knowledge and streamline support response times.
Panelists will share how to redefine roles and reporting structures, so the end-to-end support experience actually improves instead of getting bogged down in siloes
- Mapping the current support journey to design a singular experience across call centers, digital support, and field support
- Redefining roles, job descriptions, and SOPs so people know where they fit in the new model
- Securing buy‑in and assisting reluctant team members with effective change management practices to sustain momentum after new technology and processes go‑live
- Regularly aligning support initiatives with organizational goals to ensure the support team is enabling overall growth
Check out the incredible speaker line-up to see who will be joining Jamie.
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