This role is hybrid, requiring three days onsite in Lake Orion, Michigan. After initial training period, scheduled hours are 11:30 am.- 8:00 pm. 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.