Navistar, Inc.

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Customer Service Engineer

Customer Service Engineer

Job ID 
2017-23552
# of Positions 
1
Internal Title 
Product Support Consultant
Position Type 
Regular Employee
Category 
Sales Applications - SS
Location 
US-TX-Frisco
US-Southwest Region - AZ, CA, TX and Surrounding States
Travel 
None
Relocation Offered 
No
ERP Eligibility 
Eligible for Employee Referral Bonus

Overview

Navistar International Corporation is a leading North American truck manufacturer with great products, strong market positions and best-in-class distribution. For 175 years we have had a 100% commitment to doing what it takes to satisfy our customers, and our commitment today is as strong as ever. Our recent investments and product launches position us for success. It all starts with a comprehensive approach and a team effort from our employees. So we’re looking for exceptionally talented and results-oriented individuals to join us and deliver on our promises to our customers, dealers, employees and shareholders.

 

We are currently seeking a Customer Service Engineer to join our Customer Service Organization within the West Texas, New Mexico, and Oklahoma Territory. The Consultant will work directly with Navistar dealers, customers and internal contacts via phone, case file and email to resolve product and training issues and ensure up-to-date software tools are delivered to dealers and customers. Our goal is to get their vehicles back on the road as quickly as possible.      

 

The Product Support Consultant will be responsible for:

  • Resolve product and service inquiries from the field, dealers, and technical service involve technical and other support functions as required
  • Handle other phone and email requests from the field
  • Work with dealers and field personnel on handling claims and warranty issues; handle general inquires on credits and processing relative to the warranty process
  • Apply lean management principles to improve reporting, order management, and claim processing within a more streamlined processing environment

Position Purpose and Requirements

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions or case system, including Tier 1 and Tier
2 support levels. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots product problems and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.  Provides information tracking, billing/invoicing and report support.

 

Basic Requirements:

  • Bachelor’s degree and at least 5 years of customer service experience and technical product knowledge

OR

  • At least 7 years of customer service experience and technical product knowledge

Additional Requirements

  • Qualified candidates, excluding current Navistar employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. Navistar does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills:

  • Knowledge and/or experience with medium to heavy duty trucks
  • Strong communication skills, written and verbal
  • Strong customer service skills (both electronic and over the phone)
  • Intermediate excel skills/Comfortable working with numbers
  • Ability to work effectively in a team environment

Competencies:

  • Conflict Management
  • Negotiating
  • Problem Solving
  • Time Management
  • Written Communication

Compliance/Marketing Requirements

Visit us at www.Navistar.com to discover more about our organization

 

It's Uptime at International

 

Navistar is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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