Diesel/Automotive Technical and Diagnostic experience - strongly desired Presentation skills/public speaking Proficient in Microsoft Office

Serves as the main contact with dealers’ service department and the customer breakdown department. Manages the numerous interactions required to affect specific repairs and reduce the downtime to enhance the customer’s experience. Monitors and manages a high volume of all communications between a dealer service department, Client management/technical services, and a customer regarding specific repairs. Keeps the customer informed about status of each repair, and the estimated time to the next repair milestone. When a repair is not meeting a customer’s expectations, determines if the situation warrants escalation to dealer or Client management.

As a level in the Support Track, work is completing specific tasks or activities supporting implementation and administration.

Has developed specialized skills or is multi-skilled though job-related training and considerable on-the-job experience, completing assigned tasks in resourceful and effective ways.

Fully proficient applying established standards and works independently, performing assignments that require considerable judgment and initiative. Understands implications of work, identifies key issues, and makes recommendations for solutions. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions.

Completes work with a limited degree of supervision. Determines methods and procedures on new assignments. Likely to act as informal team leader or resource, coaching and instructing colleagues with less experience.

Associates degree and at least 3 years of technical truck/automotive and direct customer service experience OR At least 5 years of technical truck/automotive and direct customer service experience

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