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UPTIME SUPPORT SPECIALIST

Company: Par Tech, Inc
Location: Orange
Posted on: November 23, 2022

Job Description:

JOB SUMMARY: Monitors and responds to incoming dealer repair case notifications via the Decisiv service relationship management (SRM) platform to reduce vehicle downtime. Provides solutions to dealer service and parts personnel to reduce extended repair periods. Work internally with ICTA and INAC groups to expedite vehicle diagnosis; parts backorders; and request FSE support for challenging repairs and dealer process analysis. Monitor case closures, generate periodic reports and contribute to daily aging case discussions. PRINCIPAL DUTIES & RESPONSIBILITIES: Remotely monitor and supervise dealer repair case activity within Decisiv and ensure dealer response to downtime reduction activity. Provide appropriate dealer service department direction such as technical assistance, parts technical, field service engineering and regional management. Provide reporting data summary and analytics to Dealers and Company personnel using Insite Reporting tool. Collaborate with Decisiv to provide new features and training of the Insite Reporting Tool. Continuously evaluate and test system to ensure Isuzu's uptime support strategy is effectively meeting and surpassing the needs of the customer. Present detailed reports and presentations to management on a routine basis to evaluate efficacy of program. Visit dealerships during initial onbarding and followup as needed to support adoption and ongoing training. Also support remote training where appropriate to maintain a high level of efficiency and effectiveness for department priorities. Routinely attend training on Isuzu systems and product as it relates to core job responsibilities. Performs miscellaneous job related duties as assigned. EDUCATION, EXPERIENCE & TRAINING: --- Familiarity in automotive components, repair techniques and dealer processes. --- Minimum two years automotive call center environment --- Minimum two years data research, mining and reporting KNOWLEDGE: --- Understanding of automotive technology, computer applications, technical writing SKILLS & ABILITIES: --- Function in a fast paced, call center environment --- PC skills in Windows applications, specifically Excel and Powerpoint software --- Excellent verbal and written communication skills --- Ability to work with and motivate dealer service personnel --- Interpersonal skills PHYSICAL STANDARDS: The associate 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 and records, typically weighing 5 lbs. or less. Position requires travel (domestic and international), approximately 20% including overnight stays

Keywords: Par Tech, Inc, Orange , UPTIME SUPPORT SPECIALIST, Other , Orange, California

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