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Diesel Tech I

1 month ago

Irmo, United States Diesel Laptops Llc Full time
Responsibilities

Manage incoming calls and customer service inquiries; provide first level contact and convey resolutions to customer issues by walking customers through a problem solving process

Track, route and properly escalate unresolved queries to the next level of support

Identify and assess customers’ needs to achieve customer satisfaction; follow up with customers, provide feedback and see problems through to resolution

Ensure proper recording, documentation and closure by creating detailed records regarding reported requests, issues, and solutions; update customer data and produce activity reports

Utilize excellent customer service skills and exceed customers' expectations

Preserve and grow knowledge of help desk procedures, products and services; recommend procedure modifications and/or improvements

Adhere to all company policies, procedures, and controls; follow communication procedures, guidelines, and policies

Other duties as assigned

Strong background with computers, either through previous work experience or education

Customer service oriented with strong communication skills (both oral and written)

Knowledge of software installation process

Knowledge of commercial diesel truck and heavy equipment

General troubleshooting and multi-tasking skills; willing to learn product-specific troubleshooting

Must be a team player with the ability to help others with troubleshooting

Experience Required:

5+ years of Diesel Technician experience in a dealer or fleet setting

Proficient with advanced diagnostics: software and diagnostic troubleshooting

Experience troubleshooting and repairing electrical issues for heavy-duty equipment and diesel trucks preferred

Experience removing and replacing components on diesel engines and automatic and manual transmissions preferred

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