Navistar, Inc.

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Customer Service Engineer - Midwest (ND, MN)

Customer Service Engineer - Midwest (ND, MN)

Job ID 
2017-23649
# of Positions 
1
Internal Title 
Product Support Consultant
Position Type 
Regular Employee
Category 
Sales Applications - SS
Location 
US-IL-Schaumburg/Midwest Region
Travel 
Up To 75%
Relocation Offered 
No
ERP Eligibility 
Eligible for Employee Referral Bonus

Overview

Navistar - Driven By Uptime. Our focus is delivering Trucks and Buses that carry on the promise of being on the road, and staying there.

 

Why Navistar?

  • Over the past two years Navistar has redesigned most of the International Truck vehicle line-up, including the LT Series and RH Series tractors, HX Series vocational truck, and soon to be introduced HV Series and MV Series trucks.  The company is witnessing market share growth in several of its core segments, a testament to the customer acceptance of its new products
  • Product quality and uptime has been a strong and ongoing focus across the entire company.  Navistar has introduced a number of new powertrains to its truck line-up, including the International® A26 12.4L diesel.  
  • Our alliance with Volkswagen Truck and Bus increases our global scale, strengthens our competitiveness, and provides our customers with expanded access to cutting-edge products, technology and services.
  • Superior parts and services offering throughout the country via our distribution channel
  • Best in class non-asset based products that enable our customers to not only create value for themselves but for their customers as well

We are currently seeking a Customer Service Engineer to join our Customer Service Organization within the Mid-West Region. Territory encompasses - ND and MN.  The Customer Service Engineer 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 Customer Service Engineer 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)
  • Ability to travel 50-75%

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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