The candidate will be responsible for assisting our dealers globally to troubleshoot hardware. In addition to in-the-field service (10-40%) the candidate will also support a hotline for the purpose of answering questions and help resolve issues with dealers. When required, candidate will go onsite to directly support dealers and customers.
location: Peoria, Illinois
job type: Contract
salary: $26 - 28 per hour
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
Provide technical support for all our offboard/onboard systems to the field across Construction & E&T industries.
- Escalate issues to product service engineers and/or CPI find it engineers for assistance.
- Engagement with engineering teams, PPG and product groups - Field visits to troubleshoot and install software, when required
- Coordinate within team to review and provide input into overall service literature.
- Familiarize yourself with the overall e2e telematics platform, keep abreast of all production releases to adequately support the field.
- Requires good communication and facilitation skills as well as working through logistics with key dealers/customers.
qualifications:
Job Requirements -
The candidate will be responsible for assisting our dealers globally to troubleshoot hardware. In addition to in-the-field service (10-40%) the candidate will also support a hotline for the purpose of answering questions and help resolve issues with dealers. When required, candidate will go onsite to directly support dealers and customers.
Project activities are as follows:
- Act as a telematics service engineer to coordinate and drive resolution and awareness to new issues with onboard (hardware) systems.
- Undertake dealer and customer issues to resolve urgent field problems through these key deliverables, but not limited to:
- Identification, investigation and procurement of resolution commitments for all significant field problems to maintain/improve product performance and development of quick field fixes, suggested design or manufacturing improvements.
- Work closely with dealer and internal personnel across multiple business units.
- Conduct fieldwork to establish execution plan, such as:
- Review customer(s) connected fleet and identify any quick wins to resolve quality concerns
- Review initial concerns raised by the customer
- Interview dealer and rep to identify problem statement
- Pull data on DSN/VL Call Center to show what tickets were reported previously. (Open or Closed)
- Provide recommendations and draft report
- In coordination with key personnel, execute on report findings
- Work w/ rep to setup closing meeting upon completion.
- Research solution requests using various information databases (i.e. DSN, CEDE, CPI, NPI issues list, Gateway) and Tier 2 & Tier 3 Engineering personnel
- If an acceptable solution is not available then work with the Continuous Product Improvement (CPI) Service Engineer for further evaluation of dealer issue
- Deliver in the development and maintaining of end user documentation and training aides.
- Deliver training on the overall application, when required.
skills: Desired Skills & Experience -
Associates/No Degree: 2-4 years experience required
Bachelor's degree Preferred
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.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
