Associate Coordinator - Technical Support Job at MTU America Inc.
Job Functions:
At Rolls-Royce, we see sustainability in the field of drive and energy solutions as both the biggest challenge and biggest opportunity of our time. That’s why we have set targets to reach Net Zero by 2050. In our Power Systems division, we have set an even more aggressive target to reduce our CO2 emissions by 35% by 2030 (from 2019 levels). It is within Power Systems that we provide world-class power solutions and complete life-cycle support under our product and solutions brand,
mtu.
Innovation takes curiosity, and that is the force that drives us. We promote a corporate culture of respect, trust and curiosity. These are the things that give rise to passion to move things forward and improve them for the future. Our goal is to create an engaging environment where all employees can fully develop themselves and their potential.
Innovation takes curiosity, and that is the force that drives us. We promote a corporate culture of respect, trust and curiosity. These are the things that give rise to passion to move things forward and improve them for the future. Our goal is to create an engaging environment where all employees can fully develop themselves and their potential.
- Confer with the Customer Care Center team and 1st level service partners to coordinate communication on field issues and report to a centralized data capturing system.
- Monitor and maintain assigned cases and tickets in a centralized service tool to capture critical data from the event or issues in the field.
- Provide responsive technical assistance to internal customers, OEMs, distributors, dealers and end users
- Support the technical assistance for electronic systems, tools, and related software and hardware
- Monitor distributor database of all calls coming in to After Sales
- Refer calls to appropriate service provider and follow up to ensure the customer receives timely support.
- Assist service engineers with technical data and create drafts of service information letters and bulletins
- Assist engineers and other personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations
- Keep management advised of major technical service concerns and follows up until resolved
- Register calls by engine series, parts technical, service technical and/or warranty
- Assist with the resolution of technical service concerns and complaints in a timely manner
- Adhere to all company policies and procedures
- Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls-Royce Code of Conduct.
- Perform special projects as required.
Posting Title:
Associate Coordinator - Technical Support
Location:
Company Headquarters (Novi, MI)
Functional Area:
Engineering
FLSA Code:
EXEMPT
Qualifications:
Required:
- Bachelor's Degree in Mechanical Engineering or Engineering Technology or 4 years of customer service experience with internal combustion engines in an automotive or mechanical equipment environment
- Good self-starter and ability to work extended periods without supervision under multiple priorities
- Good communication skills and ability to influence others
- Good organizational, planning and follow-up skills
- Good oral, written and presentation communication skills
- Good interpersonal skills and the ability to work effectively with others
- Good negotiation skills and resilience to resolve issues amicably
- Good analytical and creative problem-solving skills when issues are complex
- Ability and willingness to travel (domestic and international)
- Proficient with PC and MS Office Suite
- Knowledge of MTU comparable diesel products, and their applications
- SAP systems
Work Environment:
Reasonable accommodations may be made to enable an individual with disabilities to perform essential job functions. :
- Reasonable accommodations may be made to enable an individual with disabilities to perform essential job functions.
- Daily work is performed in an office environment and sometimes at customer locations
- While performing duties of this position, the employee is occasionally required to stand, kneel, crouch, reach, and / or grasp.
- Employee is regularly required to sit and use hands to manipulate small items such as a keyboard or mouse and is frequently required to walk within the work environment.
Equipment:
Computer, Copier, Phone, Fax
Shift:
Office (First)
Job Type:
Regular
Work Schedule:
Full Time
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