Product Support Consultant

International Trucks Oklahoma City , OK 73113

Posted 5 months ago

Overview

Manager of Dealer Service Capabilities

This role will be focused on developing the Service Organizational relationship between Navistar and the new Service Network Partner. This role will be based in Oklahoma City, OK. You will be responsible for ensuring that all repair facilities meet Service Level Authorization requirements and that this Network partner is meeting and exceeding the end user's uptime expectations.

You will work as the liaison between the Customer Service Organization of Navistar and our Service Partner's Service Organization and Leadership. This includes developing ongoing working relationships with area and district managers who support local truck repair centers.

You will utilize your broad managerial experience and understanding of truck and diesel mechanical repair to ensure that the nationwide repair centers meet or exceed Navistar's Customer Uptime specifications.

Part of your role is to be a problem solver that provides answers, solutions and resources to the joint venture using verbal and written communication to convey and document highly detailed and expeditious resolutions of escalated matters. You will be responsible for developing the required reports to demonstrate the effectiveness of the Network partner.

This role will require exceptional communication and interpersonal skills along with strong technical skills with MS Office Suite- specifically Excel and PowerPoint.

Superior Customer Service experience and skills are a must have.

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 8 years of customer service experience and technical product knowledge

  • At least 1 year of lead experience

OR

  • Master's degree and at least 6 years of customer service experience and technical product knowledge

  • At least 1 year of lead experience

OR

  • At least 10 years of customer service experience and technical product knowledge

  • At least 1 year of lead experience

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:

  • Strong MS Excel skills

  • Outstanding interpersonal skills

  • Proven Relationship Building experience

Competencies:

  • Conflict Management

  • Decision Quality

  • Organizational Agility

  • Planning

  • Time Management

  • Written Communication

It's Uptime at International

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

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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Product Support Consultant

International Trucks