This role is hybrid, requiring three days onsite in Lake Orion, Michigan. We are not considering visa sponsorship for this position

JOB SUMMARY

Interacts with IGSS retail and fleet customers, via phone and email to resolve software/hardware related issues with IDSS (Isuzu Diagnostic Service Systems). Monitors all retail and wholesale orders and assists in helping customers resolve issues with e-commerce orders.

% of time

spent on each PRINCIPAL DUTIES & RESPONSIBILITIES

activity

80%

Answers the IDSS technical support line for USA and Canada commercial vehicle market dealers, E-IDSS (engine) users and aftermarket retail IDSS subscription holders. Provides remote technical support over the phone and internet. Troubleshoots hardware and software issues for E-IDSS, including but not limited to, install problems, web updater problems, no communication, registration keys reissue, programming errors, and hardware repairs.

10%

Assists as needed in the fulfillment of website (dealer and aftermarket) orders.

10%

Supports the coordination of parts ordering and inbound and outbound shipment logistics.

Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

· Reports to: Director, Engineering Development

EDUCATIONAL EXPERIENCE & TRAINING

• Associates degree or equivalent directly related work experience
• Minimum three years customer service experience
• Technical/customer relations training courses

KNOWLEDGE

• Technical product knowledge
• Dealership operations
• Consumer relations
• General understanding of product liability laws including lemon laws and arbitration

SKILLS & ABILITIES

• Proficient PC skills in Microsoft Office applications
• Strong verbal and written communication skills
• Ability to work independently while meeting objectives and expected results
• Conflict resolution and negotiation skills
• Team/interpersonal skills

PHYSICAL STANDARDS

The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 5 lbs. or less.

Pay scale for this position is between $49,639 to $60,808. The actual compensation will be determined based on experience and other factors permitted by law.