Customer Care Digital Service Engineer

Customer Care Digital Service Engineer

23 Dec 2021
Illinois, Peoria, 61605 Peoria USA

Customer Care Digital Service Engineer

Vacancy expired!

job summary:

Description:


- Serves as a Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.


- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Customer for every interaction.


o Triage / Troubleshooting - also support to Concentrix agents


o Tactical - Timely resolution and follow-up with customer & dealers


o Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.


o Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.


o Resolution of commitments - formerly document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.


- Manages hand-ups/escalation paths in support of daily operations.


- Manages requests to the urgency defined by our service level agreements.


- Serves as the primary point of contact for Concentrix for the lines of business the Digital /Prod Service Engineering supports.


- Supports continuous improvement efforts.


- Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.


- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.


- Support Digital Product training for CSRs


- Supports the development and maintenance of Business Rules


- Validate and create process maps


- Provides input to digital product and application support teams.


- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.




Requirements:


Entry Level Electrical, Mechanical or other Engineering experience

Experience with Telematics

Excellent diagnosing and trouble-shooting

Demonstrable customer-facing skills on phone and in person.




Communication Skills:

Excellent written and oral skills




Desired:


Telematics


Product Link


VisionLink


Equipment Care Advisor (ECA)


Energy & Transportation (E&T)


Cat Remote Asset Monitoring (RAM)


Health and Equipment Insights (HEI)


Cat Advanced Productivity (AP)




location: Peoria, Illinois

job type: Contract

salary: $23 - 25 per hour

work hours: 8am to 5pm

education: No Degree Required



responsibilities:

Description:


- Serves as a Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.


- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Customer for every interaction.


o Triage / Troubleshooting - also support to Concentrix agents


o Tactical - Timely resolution and follow-up with customer & dealers


o Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.


o Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.


o Resolution of commitments - formerly document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.


- Manages hand-ups/escalation paths in support of daily operations.


- Manages requests to the urgency defined by our service level agreements.


- Serves as the primary point of contact for Concentrix for the lines of business the Digital /Prod Service Engineering supports.


- Supports continuous improvement efforts.


- Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.


- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.


- Support Digital Product training for CSRs


- Supports the development and maintenance of Business Rules


- Validate and create process maps


- Provides input to digital product and application support teams.


- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.






qualifications:


  • Experience level: Experienced
  • Minimum 1 year of experience
  • Education: No Degree Required


skills:
  • telematics (1 year of experience is required)
  • phone support
  • field service
  • Electronics Technician



Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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Job Details

  • ID
    JC7263663
  • State
  • City
  • Job type
    Contract
  • Salary
    USD $23 - 25 per hour 23 - 25 per hour
  • Hiring Company
    Randstad Corporate Services
  • Date
    2020-12-23
  • Deadline
    2021-02-21
  • Category

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