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Engine Technical Support / Technical Support

Company Name:
Collabera
## DESCRIPTION
Basic Information:
The Engine Tech Support Hotline supports the client Service philosophy of inspiring confidence in clients by enabling our service providers around the world to provide outstanding support to customers.
It provides factory-based technical support to clients Distributors in the US and Canada for engine troubleshooting and repair.
Engine Tech Support Hotline Agents use their product knowledge, technical expertise, knowledge of client Service information systems, and customer service skills to provide troubleshooting and repair support to service personnel in US and Canadian Distributor shops.
Responsibilities:
The candidate will basically take the day to day call and requests from Penske personnel.
Priorities include, reviewing Policy Requests in the PRS system.
Update and track units under repair, process parts requests for current repairs, process tech requests to appropriate client locations and personnel, eventually work within Penske's truck down system called Work Flow and make updates to that system.
The candidate will take the day to day calls from Penske locations and/or Distributors and Dealers regarding engine repairs.
These call will deal with issues from finding a certified repair location to repair direction, escalation of the repair, parts procurement, requests for Policy, Warranty/coverage assessment etc.
Candidate will proactively make calls on repairs taking longer than expected.
Candidate will work on proactive failure analysis studies and maintenance training.
Document responses/solutions in the ETSR Db.
Manage the escalation of more complex requests to Service Engineers and/or DFSEs.
Recommend actions/improvements to address the causes of common requests .
Support engine technical support/escalation process improvement activities.
Education:
No specific education is required but engine repair certification and technician experience will provide the skills necessary for this position.
Expectation is to have someone with the necessary knowledge to do the day to day activities.
Training can be provided on a limited basis.
There is a need to a high level of experience in client systems, basic engine repair, engine repair processes and procedures is required.
The candidate will be directing repair direction over the phone and needs to understand the issues based on discussion with the local tech and or information sent in via e-mail.
The engines the candidate will be working with will be all EPA engines - 2007-2014. Heavy Duty (ISX, ISM) as well as MidRange (ISB, ISL) product.
Penske has recently entered the market for natural gas engine and a full understanding of the ISLG and ISX12G will be necessary.
The candidate will need to have a very good understanding of clients Service Support Systems; Quickserve, INSITE, Rapidserve, EDS, Policy Request System, Support Plans etc.
The candidate will also be required to learn Penske's Work Flow system - An on-line truck repair and tracking system.
Category:Non-IT code:new
Required Skills
No specific education is required but engine repair certification and technician experience will provide the skills necessary for this position.
There is a need to a high level of experience in client systems, basic engine repair, engine repair processes and procedures is required.
Job Title: Engine Technical Support / Technical Support Category:Non-IT code:new
Job Code: 7327_TechSup_IN
Domain: Manufacturing
Location: Columbus, Indiana, US
Posted On: 12/23/2014
Pay rate: DOE
Duration: 1 Year
Experience: 3 - 7 years
Recruiter: Shrivatsan Iyengar
Phone
Email-ID: shrivatsan. ;
URL:

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