Technical Support Representative

Company: Roush Industries Inc
Location: Livonia
Posted on: June 20, 2022

Job Description:

Known for its engineering expertise, automotive performance and racing team, Roush Enterprises, Inc., solves complex problems for hundreds of customers across the globe. Its division, ROUSH CleanTech, is a proven leader in design, development, and manufacturing of advanced transportation solutions for medium-duty commercial vehicles and school buses. The Livonia, Michigan-based company delivers economical, emissions reducing, domestically produced fueling options for fleets across North America and with more than 25,000 units deployed is poised for more significant growth. Learn more at ROUSHcleantech.com or by calling 800.59.ROUSH.

Roush is searching for an Automotive Technical Support Representative to join its growing team! The Technical Support Representative plays a critical role in accepting, working, and ultimately closing technical and warranty support cases from end users and service centers. In this role, you will communicate directly with customers through email, phone, and cases within the warranty system. You will utilize personal knowledge, the knowledge base, and technical publications and documentation to resolve issues. The Automotive Technical Support Representative plays a critical role in developing our knowledge base. This position is located at our facility in Livonia, MI.

Responsibilities

Handle technical support/warranty phone calls and cases to resolution, or escalate when necessary
Place warranty part replacement orders and submit for payment approval
Search, write, and contribute new knowledge articles to the knowledge database
Negotiate labor discrepancies for warranty claims and escalate when necessary
Handle advanced product specification questions
Handle Roush Diagnostic Tool support questions
Assist with hands-on repairs on an as-needed basis

Requirements

High school diploma or equivalent with 2+ years of automotive technician experience -OR- equivalent combination of education and automotive technician experience
Experience in troubleshooting late-model engine drivability concerns
Excellent verbal and written communication skills with an emphasis on technical content and strong computer proficiency including Microsoft Office Suite
Well-developed problem-solving techniques and the patience to work through challenging repairs
Strong desire to develop new skills and expand knowledge of alternative fuel technologies
Consistent follow-through, with a commitment to creating a positive customer experience through every interaction

Preferred

Prior experience with Salesforce
Prior experience using Ford Professional Technician Society, Ford Integrated Diagnostics Software, and/or On-board Diagnostics (OBD) scan tools
Experience working in a contact center environment
Experience as an electrical technician or a dealership technician
Experience with liquid propane gas (Liquified Petroleum Gas) and/or compressed/liquid natural gas (CNG/LNG)

If you share our passion for providing innovative solutions to complex challenges, we want you on our team. Click here for a complete list of job openings: https://roush.applytojob.com

Visit our website: www.roush.com

Like us on Facebook: www.facebook.com/RoushCareers

Roush is an EO employer - Veterans/Disabled and other protected categories

If you need a reasonable accommodation for our employment application process due to disability, please contact Roush Talent Acquisition at 734-779-7087.

Keywords: Roush Industries Inc, Livonia , Technical Support Representative, IT / Software / Systems , Livonia, Michigan