Heavy & Medium Duty Automotive Technical
OnTrac Warranty Center: Technical Support and Warranty Claims Adjudication
For more than 50 years, we have built a strong reputation of industry expertise and delivering the best client experience in the industry. Our clients rely on HPE Enterprise Services as a partner they can trust to deliver mission-critical services and value to their enterprise.
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Representatives provide technical support and warranty adjudication on heavy truck systems for an industry leading customer assistance call center. Responsibilities include technical troubleshooting, warranty adjudication, product and customer support related to contacts from the Customer's clients and Customer personnel involving customer products, and processing product warranty claims.
This position serves the Meritor and Meritor WABCO Account's. Meritor is a Tier 1 commercial vehicle components supplier to the medium and heavy duty commercial market. Their clients include but are not limited to:
Daimler Truck North America (formerly known as Freightliner)
International Truck & Engine
PACCAR (Peterbilt and Kenworth)
This position is client facing and spends much time interacting with the client's North American Field Operations as well as providing specialized mechanical/technical/electrical support and warranty adjudication throughout North America (U.S. and Canada).
These heavy truck systems include heavy duty drive axles, front non-drive and drive steer axles, wheel end, drum and disc brakes, air brakes, anti-lock braking systems, hydraulic braking components, vehicle ride control systems, transfer cases, trailer suspensions, trailer axles, manual transmission, automated mechanical transmission, clutch, shocks and tire inflation systems as examples.
Answer incoming phone calls and provide first class technical support for all products supported. The calls consist of in depth mechanical and/or electrical troubleshooting and diagnostics. The customer calls for technical assistance on a wide array of specialized products such as air compressors, air driers, brake control valves pneumatic ABS systems for trailers, hydraulic ABS systems, hydraulic power brake systems, reverse detection modules, roll stability control, roll stability trailer support, electronic stability control, reverse detection modules, leveling modules, electric over air clutch control systems, and various diagnostic software programs are examples.
Job Type: - Full-Time Hours
Shift: Primarily first shift with the availability to work second if required
Automotive Experience: 4 years
Candidates should possess a working mechanical knowledge of Class 7 and 8 "Over the Road Trucks."
Must possess a strong level of mechanical and/or electrical knowledge of heavy truck systems or automotive systems knowledge
Automotive work experience to include hands-on mechanical and/or electrical product experience is required (Electrical, brakes, engines, transmissions, and drivelines as examples).
Must be able to understand mechanical operations regarding component functions and failure analysis as some of these components have a heavy reliance on electrical components, candidates must also have a strong background in electrical trouble shooting, strong understanding on wiring schematics and electrical diagnostic principles, and practical application experience.
Exceptional customer service skills as this contact center is responsible for the vast majority of interaction with the client's customers on a daily basis
Must be able to communicate diagnostic information over the phone in a clear and concise manner
Strong computer and typing skills preferred
Exceptional attention to detail and documentation skills
Candidate must have strong spatial relationship skills
Time management and multitasking ability
Strong problem solving skills
Ability to work well within a team
High School degree or equivalent minimum; a college degree in the automotive or heavy duty trucking industry from accredited colleges and universities strongly preferred
Client places heavy emphasis on practical experience and certifications to include ASE Automotive and Heavy Truck certifications