Special Exceptions Eng

Company: ICONMA, LLC
Location: Redford
Posted on: January 15, 2023

Job Description:

Description:
Provides powertrain technical support for service issues, concerns, or complaints related to technical service or service parts. Involves working in the Customer Support Center (CSC) answering calls and electronic submissions from authorized service locations, end-users, and internal customers.
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Job Responsibilities:
- Answers calls, emails, and electronic tickets from dealer network, end-users, and internal customers regarding 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 Safety and Compliance guidelines are followed.
- Including items involving Safety and Compliance related issues are sent to the Compliance department.
- Refer more complex technical issues or concerns to appropriate party.
- Maintain a clean and safe work area.
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Skills:
- Demonstrated customer service skills.
- Demonstrated interpersonal/verbal communication skills.
- Demonstrated organizational skills.
- Demonstrated time management and priority setting skills.
- Demonstrated problem solving skills.
- Ability to multi-task.
- Ability to accurately document and record customer/client information.
- Ability to represent the company with external constituents.
- Previous experience with computer applications.
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Education/Experience:
- 3 years of relevant experience or AA degree +1 year of relevant experience
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Candidate Requirements:
- Manager has had good luck with candidates that are coming from a dealership, anyone that has had experience working as a mechanic or has an understanding of
- Recent Mechanical Engineering graduates have also worked out well.
- Looking for a highly motivated individual who is good at working on a team
- A GREAT candidate has a technical background in an automotive field or some sort of diagnostic experience.
- A GOOD candidate has some familiarity in this kind of setting where they are taking calls and documenting issues, dealing with the customer, prior customer service experience (de-escalating frustrated people).
- A candidate who is not qualified is someone who is not local to the office, over-qualified (too much experience and are expecting more salary than the manager can provide. Mostly see this with people who have IT heavy experience).
- 3 years of relevant experience (working in customer service or a dealership) with a high school diploma OR an Associate's degree +1 year of relevant experience
- Proficiency with the Microsoft Office suite
- Automotive enthusiast or hobbyist experience restoring cars would be applicable
- Experience working on repairing trucks on the side, tractors, air planes, any sort of tinkering experience (professional or hobbyist) is applicable
- If a candidate has experience or proficiency using Salesforce that is preferred but definitely not required
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Typical Day in the Role:
- What is the purpose of your team: Provide Technical support to dealership network during a repair
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Typical Day:
- Getting signed into the phone and ticketing system
- Answer calls, emails and web tickets from the dealer network, virtual technician tickets,
- The types of calls they get will be dealing with the engine and axel products
- Documenting the issue creating a detailed case with any pertinent information to further assist with the end process
- On the other end of the phone is the technician. They will ask them what the issue is, what they have done already, get everything collected into a case in salesforce. If this is an issue they can resolve on their own they will do that, if not they will escalate to the level two and level teams.
- Familiarity with using computers is helpful
- Take information, document is clearly, and work with the team.
- For the first month they will be doing training with another level 1 and slowly transition into taking the calls themselves and creating the tickets
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Top 3 must-have hard skills:
Experience
Highly motivated for helping customers, team player
Mechanical knowledge
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Role Interesting:
Opportunity to gain a lot of Client product knowledge in a role that can lead to a career with a lot of growth potential in Client.
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As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability

Keywords: ICONMA, LLC, Redford , Special Exceptions Eng, Engineering , Redford, Michigan