Job Description

Job Description:
Job Description

Responsibilities include technical troubleshooting, warranty adjudication, product support and customer support related to contacts from the Customers clients and Customer personnel involving customer products, and processing product warranty claims.

This position serves the Meritor Account. 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)
Volvo
International Truck & Engine
Mack
PACCAR (Peterbilt and Kenworth)
Hino

Representatives provide technical support and warranty adjudication on heavy truck systems for an industry leading customer assistance call center. 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 support and warranty adjudication for the following product lines to repair facility networks throughout North America (U.S. and Canada).

These heavy truck systems include heavy duty drive axles, electric drive systems, front non-drive and drive steer axles, wheel end, drum and disc brakes, air brakes, hydraulic braking components, transfer cases, trailer suspensions, trailer axles, manual transmission, and tire inflation systems as examples.

Answer incoming phone calls and provide first class technical support for all products in a team environment. The calls consist of in depth mechanical and/or electrical troubleshooting and diagnosis skills. The customer calls for technical assistance on a wide array of specialized Meritor Inc. products. Training would be provided on all products and software used in daily tasks.

Candidates should possess a working mechanical knowledge of Class 7 and 8 Over the Road Trucks.

The position also includes the processing and verification of warranty claims.

Qualifications include:

Candidate must possess a strong level of mechanical and/or electrical knowledge of heavy truck systems or automotive systems knowledge
Candidate must have strong spatial relationship skills
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 troubleshooting, strong understanding on wiring schematics and electrical diagnostic principles, and practical application experience.
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
Time management and multitasking ability
Strong problem-solving skills
Ability to work well within a team
Exceptional customer service skills as this contact center is responsible for the vast majority of interacting with the clients customers on a daily basis
Automotive work experience to include hands-on mechanical and/or electrical product experience is required (Axles, brakes, drivelines, transmissions, trailer products, transfer cases, wheel-ends, and electrical experience as examples)
Education requirement: A college degree in the automotive or heavy-duty trucking industry from accredited colleges and universities is preferred
Client places heavy emphasis on practical experience and certifications to include ASE Automotive and Heavy Truck certifications