Job Description:
Provides first line of support of problem resolution and/or recommendations on selected products and services.
Job Responsibilities:
- Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
- Answering inbound customer inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Processing results from analysis of technical data.
- Understand prime product or component health or status, if action is needed, and required next steps.
Skills:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Education/Experience:
• High School Diploma, GED or Equivalent
1-3+ yrs. experience on machinery such as combustion engines, hydraulic systems, or pneumatic devices.
Or
1-3+ yrs. Experience with analytical data, utilizing quantitative analysis, preferably in data science, or engineering.
Typical task breakdown:
Monitor Equipment through Digital Tools
- Review equipment alerts.
- Act on alerts with Technical Lead, CORE Manager, Fleet Manager, and customers.
- Provide comments on actions.
- Cross Reference Digital tools while troubleshooting.
Provide technical information to Customers, Fleet Managers, and Dealer’s for service with Trouble calls.
Document issues and status through the Salesforce Platform.
Communicate noted issues to Customers through the Salesforce Platform.
Interaction with team:
High level of interaction across multiple teams is expected.
Work environment:
Office
Technical Skills
- Knowledge of engineering principles, internal combustion engine and operational practices, control system logic, driven equipment, and processes
- Working knowledge and mechanical skill set including the use of hand tools, measuring tools.
- Knowledge of products
- Ability to collaborate with different teams.
- Strong analytical skills
Soft Skills
Strong Corporate behavior as this role is customer facing.
written and verbal communication.
