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Manufacturing Call Center Engineering Aide

4 months ago

Peoria, United States ITC, Inc. Full time
Job DescriptionJob Description

Our large manufacturing client located in Peoria, Illinois, is looking for a Call Center Engineering Aide, to add to their team.

Position's Contributions to Work Group:

  • Call Center Helpline to assist our client's dealers submit 30-50 inquires per day typically seeking assistance identifying our client's parts for their application. This role requires timely and accurate responses of technical information to our client's dealers worldwide.
  • Technical inquiries are related to our client's products including engines, engine components, drivetrain, electronics & hydraulics. Often the dealer needs help selecting the correct part so they can place an order.

Typical task breakdown:

  • Respond to dealer inquiries from phone calls, emails and website submissions.
  • Log the inquires in Salesforce program.
  • Utilize our client's system to look up answers.
  • On occasion, you may need to contact engineers to help answer the dealer inquiry.
  • Potentially 20-30 dealer interactions per day per person.
  • Ability to multi-task

Interaction with team:

Main interaction is with the dealers via phone, email and web.

You may interact with 2 other helpline personnel, service and design engineering for help answering.

Little to no meetings and little to no presentations.


Work environment:

Office environment 100%

Education & Experience Required:

Minimum of associated degree in a technical field, or equivalent experience.

2 years of experience is desirable but not required. Internship experience is acceptable.

Will accept a bachelor degree -will accept a new grad.


Technical Skills

(Required)

  • Computer skills including ability to learn a variety of applications (Salesforce)
  • Microsoft Office (Outlook Email)

(Desired)

Working knowledge of engines and engine components. 

Basic understanding of engineering systems including: Service Information System (SIS), Technical Marketing Information (TMI), HVC Desktop.

Working knowledge of Salesforce.com applications.

Soft Skills

  • Must have excellent interpersonal and communication (verbal and written) skills to respond to technical questions via phone or email.  
  • Team player and willing reach out for assistance to be able to answer dealer inquires.
  • Ability to process technical information

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.