JOB SUMMARY
Interacts with IGSS retail and fleet customers via phone and email to resolve software/hardware related issues with IDSS (Isuzu Diagnostic Service Systems). Monitors all retail and wholesale orders, and assists in helping customers resolve issues with e-commerce orders.
PRINCIPAL DUTIES & RESPONSIBILITIES
-
Answers the IDSS technical support line for USA and Canada commercial vehicle market dealers, E-IDSS (engine) users, and aftermarket retail IDSS subscription holders. Provides remote technical support over the phone and internet. Troubleshoots hardware and software issues for E-IDSS, including but not limited to install problems, web updater problems, no communication, registration keys reissue, programming errors, and hardware repairs.
-
Assists as needed in the fulfillment of website (dealer and aftermarket) orders.
- Supports the coordination of parts ordering and inbound and outbound shipment logistics.
-
Performs miscellaneous job-related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
-
Reports to: Manager, Business Operations
EDUCATIONAL EXPERIENCE & TRAINING
-
Associate's degree or equivalent directly related work experience
-
Minimum three years of customer service experience
-
Technical/customer relations training courses
KNOWLEDGE
-
Technical product knowledge
-
Dealership operations
-
Consumer relations
-
General understanding of product liability laws including lemon laws and arbitration
SKILLS & ABILITIES
-
Proficient PC skills in Microsoft Office applications
-
Strong verbal and written communication skills
-
Ability to work independently while meeting objectives and expected results
-
Conflict resolution and negotiation skills
-
Team/interpersonal skills
PHYSICAL STANDARDS
The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports, or records, typically weighing 5 lbs. or less.
PAY SCALE
The pay scale for this position is between $25.14 and $30.79. The actual compensation will be determined based on experience and other factors permitted by law.
Exceptional Perks That Go Beyond the Basics
Join a workplace that invests in your well-being—mind, body, and future:
-
Comprehensive Health Coverage
Medical, dental, vision, and fertility benefits to support you through every stage of life -
Fertility & Family-Building Support through WIN Fertility: Includes Adoption & Surrogacy Benefits, WINMaternity, and PowerPause, offering up to $25,000 in lifetime benefits for fertility-related services such as IVF, IUI, and preconception support
-
Generous Time Off
Enjoy a healthy work-life balance with paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need -
Smart Retirement Planning
Build long-term financial security with a 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC) -
Peace of Mind
Company-paid Basic Life and AD&D Insurance, as well as Travel Insurance, so you're covered wherever life takes you -
Wellness Program
Access a variety of tools and resources designed to support your physical and mental well-being -
Tuition Reimbursement
Pursue continued education with financial support for job-related coursework, degree programs, and professional growth -
Exclusive Employee Discounts
Save on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more
