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**LOCATION**:Acuna / Coahuila (MX-COA), Mexico | **BRAND**: Bendix | **REQUISITION ID**:6597 |** JOB GRADE**:11|** ON-SITE/REMOTE**: On-site**JOB DESCRIPTION**:**Position Summary**: This position will provide technical support, via a call center to customers of the heavy-duty truck industry.
The technical support includes but is not limited to Product Part number cross referencing and technical trouble shooting.
This individual must be able to work in an environment where the interactions can range from an individual truck down situation and up to a major Original Equipment (OE) customer calling for support.
**Essential Functions**:- Finding solutions for customers and recommending new products if needed.
Includes explaining how to repair technical issues in a way that the customer can understand with step-by-step instructions.- Call levels will range in the area of 30 plus per day on average.
Responsible for creating, maintaining, and closing call tickets throughout the support process.- Responsible to understand the resources such as product literature, data sheets, CVS-PLM, and B2Bendix.Com to address the customer's needs.- Liaison between customer and Customer Solutions Team to ensure closure on customer needs.- Must be able to work Holidays and outside the normal work timeframe in order to services the customer in a 24/7 operations.
**Knowledge**:- Must have a basic understanding of the operations of air brake systems for commercial vehicles.- Knowledge of a call ticketing system a plus.- Proficient understanding of how to read and interpret product literature.
**Experience**:- 0-3 years technical years technical support experience.
**Skills**:- Ability to establish a professional, credible, and trusting relationship with the customer.
Takes pride in ensuring positive overall customer experience.- Strong interpersonal, written, and oral communication skills.- Active listener who strives for resolutions and drives actions and tasks to completion.- Must demonstrate ability to influence and persuade to inspire action for both the customer and internal organizational team.- Initiative-taker who is action oriented, highly motivated, and possesses a strong sense of urgency.
Capable of performing in a customer-focused, team-based matrix organization is essential.- Possesses analytical skills and is capable of utilizing the appropriate tools (i.E., excel, system reports, etc.
)- Ability to understand and navigate governance, administration, and culture in the internal and external environment, while demonstrating commitment to the organization and its customers.- Ability to work through constraints which could be out of your control.
Must manage stress quickly while remaining calm with a strong ability to control emotions and behaviors.- An individual who is able collaborate and puts team success before individual contributions; but can work independently and get the job done with direction or mínimal direction