Description

Serves as the main contact with customers’ breakdown department and servicing dealer through case file interactions, direct contact, and relaying pertinent repair information. Manages the numerous interactions required to affect repairs and improve UpTime™ to enhance the customer’s experience. 

Monitors and manages a high volume of all communications between a dealer service department, the customer, and the support dealer regarding specific repairs. Keeps the customer informed about the status of each repair, and the estimated time to the next repair milestone. When a repair is not meeting a customer’s expectations, the Uptime Advocate communicates with repairing facility management to seek clarification and assist with moving repairs forward.

Requirements

Associate degree: Automotive / Diesel technology and at least 1 year of technical truck/automotive and dealer service department experience

OR

3 years of technical truck/automotive and dealer service department experience

Capability and time commitment were available to manage fleet vehicles that are on the road and down for service at International dealerships.

Understanding of the repair process through a service department 

Ability to read and comprehend diagnostic FCAPs to guide servicing dealerships along the correct repair path.

Provide service event information to their dealer-sold fleets and work with the fleets to coordinate and plan repairs.