Provides powertrain technical support for service issues, concerns, or complaints related to technical service or service parts. Involves working in the Detroit Customer Support Center (CSC) answering calls and electronic submissions from authorized service locations, end-users, and internal customers.

Responsibilities

•Answer calls, emails and electronic tickets from dealer network, end-users, and internal customers regarding Detroit engine, transmission, and axle technical service or service parts related issues, concerns, or complaints.

•Assist internal and external customers in a professional, courteous, and timely manner.

•Utilize company documentation, literature, and database to provide technical support.

•Maintain call note logs with all pertinent information.

•Interpret data from Virtual Technician telematics and disseminate to end users.

•Communicate technical service concerns or emerging issues to management.

•Assure all client's Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues are sent to the Compliance department.

•Refer more complex technical issues or concerns to appropriate party.

•Ability to work any shift, holidays, and provide afterhours support when necessary.

•Maintain a clean and safe work area.

Additional Functions/Duties

Participate in cross functional projects and meetings.

Required Education and Experience

An Associates degree in related field; or 2 years of related experience.

Ideal candidate will have 4 year degree (or in progress), and experience in a technical field.

• Diesel technician experience is preferred.

• Familiarity with Microsoft 365, Salesforce, Five9, or other related phone/ticketing/CRM systems. This can be taught, but is a plus if the candidate has experience of these systems.