Technical Support/Technician - Detroit, United States - ICONMA

    ICONMA
    ICONMA Detroit, United States

    1 week ago

    ICONMA background
    Technology / Internet
    Description

    · Provides Detroit powertrain technical support for service issues, concerns, or complaints related to technical service or service parts.

    · Involves working in the Detroit Customer Support Center (CSC) answering calls and electronic submissions from authorized service locations, end-users, and internal customers.

    · Answer calls, emails and electronic tickets from dealer network, end-users, and internal customers regarding Detroit engine, transmission, and axle technical service or service parts related issues, concerns, or complaints.

    · Assist internal and external customers in a professional, courteous, and timely manner.

    · Utilize company documentation, literature, and database to provide technical support.

    · Maintain call note logs with all pertinent information.

    · Interpret data from Virtual Technician telematics and disseminate to end users.

    · Communicate technical service concerns or emerging issues to management.

    · Assure all Client Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues that are sent to the Compliance department.

    · Refer more complex technical issues or concerns to appropriate party.

    · Participate in cross functional projects and meetings.