Coordinator, Case Order Administration

Title: Coordinator, Case Order Administration

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance.

Key Accountabilities:

• Coordinates communication within the Customer Care Center team and 1st level service partners on field issues and report to a centralized data capturing system.
• Direct the communication and escalation of service-related issues from 1st level to 3rd level Global service teams in FN, coordinating information, conducting update meetings and delivering feedback resolution to 1st level partners.
• Provide proactive technical assistance for electronic systems, tools, and related software and hardware to internal customers, OEMs, distributors, dealers and end users
• Preserve assigned area of tickets in a centralized service tool to capture critical data from event and issues in the field.
• Monitor and maintain the distributor database for incoming calls to After Sales
• Maintains proficiency in area of product specialization in order to provide the most current direction on troubleshooting and issue resolution
• Progresses calls to appropriate service provider and follows up to ensure that the customer receives timely support.
• Coordinate and maintain product information documents with technical data and procedural changes.
• Consult with engineering personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations
• Resolves technical service concerns and complaints in a timely manner
• Keep management advised of major technical service concerns and follows up until resolved
• Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
• Perform special projects as required

Basic Requirements:

• Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Bachelor's Degree in Business or Engineering and 3 years of customer service experience with an automotive or mechanical equipment environment; or 7 years of customer service experience in an automotive or mechanical equipment environment
• A minimum of 3 years of customer service, design, test, or applications engineering experience with internal combustion engines or power generation equipment.
• Ability and willingness to travel (domestic and international)

Preferred Qualifications:

• Strong ability to be a self-starter and works extended periods without supervision under multiple priorities
• Strong communication skills and ability to influence others
• Good organizational, planning and follow-up skills
• Good oral, written and presentation communication skills
• Good interpersonal skills and the ability to work effectively with others
• Good negotiation skills and resilience to influence others
• Good analytical and creative problem-solving skills when issues are complex
• Proficient with PC and MS Office Suite
• Knowledge of MTU comparable diesel products, and their applications
• SAP systems
• Knowledge of MTU America policies and procedures

Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

At Rolls-Royce, we are committed to creating a workplace where all employees feel respected, supported, and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you, giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

Benefits

Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, employment type, and the applicability of collective bargaining agreements.