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Form of workJob Description
JOB SUMMARY
Provides professional dealer service support, primarily through phone support and the Isuzu Connect platform, to resolve current service issues and ensure minimal vehicle downtime. Works closely with dealer technicians to assist with repairs. Documents completed diagnostics and repair directions in the SAP database. Communicates repair directions and any potential concerns with field organization to support the dealer. Communicates any product issues to engineering to continuously improve product and resolve product concerns. Continuously reviews service information, electrical schematics, and service procedures for correction.
PRINCIPAL DUTIES & RESPONSIBILITIES
1. Provides support to Isuzu Commercial Truck dealer technicians for assistance with troubleshooting, failure analysis, and repair of Isuzu commercial trucks.
2. Updates and maintains information in technical database and provides documentation of product issues and dealer diagnostic process. Database is used for product concern reporting and as a knowledge base to assist with the resolution of future Isuzu commercial truck issues.
3. Continuously reviews and provides feedback of all technical service literature used for dealer service operation, including, but not limited to, service manuals, electrical schematics, and service bulletins.
4. Works directly with Isuzu engineering and Brand Quality Manager to identify and resolve product issues.
5. Provides Technical Support to ICTA field organization, customer assistance, training department, and quality assurance team.
7. Performs miscellaneous job related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
- Reports to: Manager, Technical Assistance Center
EDUCATION, EXPERIENCE & TRAINING
- Associates degree in Truck/Automotive field, Mechanical Engineering, or equivalent directly related work experience; Bachelors degree preferred
- Minimum Basic Level Automotive Service Excellence (ASE) Certified
- Minimum three years dealer level work experience in service and repair, or similar experience with an OEM
KNOWLEDGE:
- Product knowledge – diesel and gasoline engines, powertrain, chassis, cab, electrical systems, exhaust system after treatment, hydraulics, and air brakes
- Strong mechanical and electrical knowledge
- Knowledge of application engineering
SKILLS & ABILITIES
- Ability to evaluate, diagnose, and repair a vehicle
- Ability to learn complete truck functions and operations of medium duty trucks
- Basic PC skills in MS Office applications
- Strong verbal and written communication skills
PHYSICAL STANDARDS
The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 5 lbs. or less. Frequent lifting of light to average objects (5-60 lbs.) and occasional instances requiring lifting of heavy objects (over 60 lbs.).
Occasional exposure to heat, cold, grease, exhaust fumes, dirt fields, etc.
Position requires light travel (approximately 10% time) including overnight stays.
Pay scale for this position is between $74,441 and $93,052. The actual compensation will be determined based on experience and other factors permitted by law.
#ICTA #LI-Hybrid
