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Customer Support Case Manager - AVL North America (plymouth, michigan) in Ann Arbor, Michigan For Sale

Type: Technical, For Sale - Private.

Job Description:/h3:
Applicants must be currently authorized to work in the United States on a full:time basis. Employer will not sponsor an applicant for a work visa for this position. Provides first level helpdesk support to external customers, assisting them with hardware and software issues via phone, email and in person when applicable. Owns customer issues End to End (E2E) as a customer Single Point Of Contact.
Your Responsibilities:
:Provide first line response for customers requiring assistance with products that contact the AVL Hotline.
:Maintain the cross:organizational single E2E Owner of Customer Cases as necessary to perform professional case management x25E6;Systematic managing cases acc. to CS processes (internal communication)
:Systematic managing cases acc. to CS processes (external customer communication)
:(Trigger) expert analysis
:(Trigger) support for clarifying customer needs
:(Trigger) order processing for Parts and Services
:Track and organize all deliveries to customer as provided by CS Portfolio.
:Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system.
:Tracking issues to resolution and updating the internal knowledgebase.
:Demonstrate a high degree of customer service for all support queries and adhere to all service management principles.
:Take ownership of user problems and be proactive when dealing with user issues.
:Escalate issues when necessary to 2nd and 3rd level support to ensure that issues are resolved correctly, completely and in a timely fashion.
:To arrange for external technical support with Solution Teams (Local and Global) where problems cannot be resolved with FrontLine resources.
:Be able to effectively assess the priority of issues and direct the problem to the appropriate Solution Team for engaging available internal experts.
:Effectively manage user expectations by communicating status and progress of issue resolution throughout the entire process.
:Provide input gathered from the end:users to drive the quality of the management information system.
:Contribute to internal WIKI (or other systems) and document resolutions of problems.
:Must be very customer service oriented. The focus of this job will be to support the end user, listen, be responsive, and help drive improvements in our service support infrastructure.
Your Profile:
:Bachelors degree in Engineering or related four years experience in AVL systems
:Knowledge of MRP systems (SAP)
:Good Project Management Skills
:High Communication Skills
:Technical, Skill Level 2 or higher in ITS products
:Maintain
:Calibrate
:Commission
:Troubleshooting expertise
:Participate in Solution Team
:Understanding of service portfolio
:Understanding of commercial processes (sales, NVC/ATP/ASP, T and C)
:Knowledge of AVL tools eShop, Service Cloud, EtcCompany Description:/h3:
AVL is the worlds largest privately owned and independent company for the development of powertrain systems with internal combustion engines as well as instrumentation and test systems. AVL is acting in the following scopes of business:
Development of Powertrain Systems: AVL develops and improves all kinds of powertrain systems and is a competent partner to the engine and automotive industry.
Simulation: In addition AVL develops and markets the simulation methods which are necessary for the development work.
Engine Instrumentation and Test Systems: The products of this business area comprise all the instruments and systems required for engine and vehicle testing.
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Source: http://www.tiptopjob.com/jobs/xxxxxxxx_job.asp?source=backpage

State: Michigan  City: Ann Arbor  Category: Technical
Technical in Michigan for sale

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