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Technical Service Agent

ICONMA, LLC

Warren, MI(remote)

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JOB DETAILS
SALARY
$22.30–$25.33 Per Hour
SKILLS
Analysis Skills, Automotive Industry, Automotive Manufacturing, Call Centers, Case Management, Claims Management, Communication Skills, Computer Skills, Customer Relations, Customer Satisfaction, Data Analysis, Electrical Components, Electricity, Equipment Maintenance/Repair, Health Plan, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Leadership, Logistics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Presentation/Verbal Skills, Problem Solving Skills, Salesforce.com, Set Goals, Team Player, Time Management, Training/Teaching, Wi-Fi, Writing Skills
LOCATION
Warren, MI(remote)
POSTED
3 days ago
Our client, a Automotive Manufacturing company, is looking for a Technical Service Agent for their Warren, MI/Hybrid location.
 
Responsibilities:
  • Technical diagnosis and troubleshooting
  • Navigate available tools to perform remote diagnosis & troubleshooting
  • Provide resolution guidance for site visits to other parties
  • Ensure high customer satisfaction during issue resolution
  • Case Management
  • Create/update cases in Salesforce
  • Work with logistics for parts ordering/return
  • Serve as lead for technical escalations from service partners, non technical advisors and others
  • Provide training as subject matter expert on technical details
  • Provide flow related insights/feedback to improve efficiencies and customer satisfaction
  • Warranty/RMA/Out of Warranty
  • Determine warranty status & manage claims
  • Reconcile at month end for claims made with logistics, if required
  • Warm transfers/ service tech scheduling, if required
 
Requirements:
  • Evidence of safety-first attitude
  • IT and wi-fi troubleshooting skillset
  • 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
  • Minimum 2 years of experience in a call center/customer facing environment
  • Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
  • The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
  • Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly
  • High level of interpersonal skills to work effectively with others
  • Computer skills to develop, maintain, and analyze data
  • Demonstrated ability to learn new technologies and processes, and adapt to change
  • Ability to innovate, solve complex issues, and present new ideas
  • Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
  • Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
  • High level of analytical ability where problems are unusual, difficult, or complex
  • Ability to lead problem solving activities and manage resolution targets
  • Associate/Trade degree in related space and or four years of equivalent experience (electrical)
 
Why Should You Apply?

About the Company

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ICONMA, LLC