Manufacturing Support Desk Technician - Peoria, United States - ITC, Inc.

ITC, Inc. Peoria, United States

3 weeks ago

Description

Job Description

Our large manufacturing client located in Peoria, Illinois, is looking for a Manufacturing Support Desk Technician, to add to their team.

Position's Contributions to Work Group:

Product Service - Dealer Service Network (DSN) Tier II
This position serves as a subject matter expert providing troubleshooting assistance on IPSD engine and after treatment systems for our client's dealer technical communicators. The candidate will be responsible for working directly with dealers to resolve complex problems, as well as identify potential emerging issues. Performs complex analysis work, identifies and resolves problems that are complex in nature.

Typical task breakdown:

Receives dealer inquiries via DSN, Phone, E-mail, Event Logger, standardized product problem forms - CPI Web template inquires, reports, etc.
Utilizes the DSN to populate service request tickets with the relevant product event data/information (dealer, customer product application, product problem description, application, most likely root cause, incident reports, repair information, escalation, and resolution).
Search and investigate our client's systems for validated information on known potential product problems, technical inquires, etc.
Utilizes the following systems: CPI, SISweb, SIMS, TMI, PIS, RWA, EDS, REDI, etc.

Interaction with team:

Communicate emerging issues to Service Engineers for CPI issue creation as appropriate.
Coordinate failed parts return, and notify the corresponding Service Engineer when they arrive
Collaborate with the larger Product Service team on issue resolution

Work environment:

Mixture of remote and in office interactions (with opportunity to support large issue resolution in the field).

Education & Experience Required:

High School Diploma or GED + 5 Years Minimum Experience in Related Field

Technical Skills

(Required)

5+ years of diesel engine & aftertreatment experience in design, performance, product support, or technical field experience
2+ years of previous dealer/customer support experience
Strong mechanical aptitude and analytical ability
Strong communication skills

(Desired)

Degree in Electrical, Agricultural, or Mechanical Engineering
Think BIG and/or Think BIGGER graduate
DSN Analyst experience
Knowledge of the CPI processes, product support, and warranty systems/tools
Familiarity with Dealer repair processes and troubleshooting steps.

Soft Skills

(Required)

Clear communication and ability to articulate issues to the team
Good time management skills and organization
Desire to problem solve and collaborate to resolution
Active listening and prompting for additional details

(Desired)

High emotional intelligence and calmness in high tension situations
Critical thinking and creativity in problem solving; innovative

Candidates must be authorized to work in the United States.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer.

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