Responsibilities

• Manage incoming calls and customer service inquiries; provide first level contact and convey resolutions to customer issues by walking customers through a problem solving process
• Track, route and properly escalate unresolved queries to the next level of support
• Identify and assess customers’ needs to achieve customer satisfaction; follow up with customers, provide feedback and see problems through to resolution
• Ensure proper recording, documentation and closure by creating detailed records regarding reported requests, issues, and solutions; update customer data and produce activity reports
• Utilize excellent customer service skills and exceed customers' expectations
• Preserve and grow knowledge of help desk procedures, products and services; recommend procedure modifications and/or improvements
• Adhere to all company policies, procedures, and controls; follow communication procedures, guidelines, and policies
• Other duties as assigned
• Strong background with computers, either through previous work experience or education
• Customer service oriented with strong communication skills (both oral and written)
• Knowledge of software installation process
• Knowledge of commercial diesel truck and heavy equipment
• General troubleshooting and multi-tasking skills; willing to learn product-specific troubleshooting
• Must be a team player with the ability to help others with troubleshooting

Experience Required:

• 5 years of Diesel Technician experience in a dealer or fleet setting
• Proficient with advanced diagnostics: software and diagnostic troubleshooting
• Experience troubleshooting and repairing electrical issues for heavy-duty equipment and diesel trucks preferred
• Experience removing and replacing components on diesel engines and automatic and manual transmissions preferred