Technical Customer Service Representative

Ducati North America - Mountain View, CA (30+ days ago)2.6


SUMMARY: Receives, records, and reconciles customer service inquiries in a timely and professional manner. Co-ordinates customer support activities with Ducati dealer network.

RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

  • Answers incoming customer telephone calls in a courteous and professional manner
  • Responds to and investigates escalated customer inquiries via phone, fax, mail, and e-mail
  • Interfaces with the Ducati dealer network to resolve customer inquiries
  • Provides technical assistance to Ducati dealerships
  • Researches and resolves customer inquires utilizing various software applications including Siebel, Oracle and proprietary warranty and parts ordering system
  • Interfaces with attorneys, mediators, and various regulatory agencies to resolve customer related legal matters
  • Co-ordinates efforts between various internal departments such as Parts, Sales, Service, and Accounting
  • Documents all contacts, actions, and responses in CRM database
  • Obtains and maintains Ducati technical certifications by attending scheduled training classes provided by Ducati

QUALIFICATIONS:

  • Motorcycle enthusiast a must, Ducatisti a huge plus
  • Mechanical aptitude and knowledge of motorcycle terminology required
  • Motorcycle and/or automotive industry experience a plus
  • Strong problem solving and research capabilities
  • Must have a demonstrated ability to effectively troubleshoot technical issues
  • Minimum of three years related experience or equivalent
  • Proficient with Microsoft Office Suite
  • Ability to understand and follow complex written and verbal instructions
  • Acute attention to detail
  • High School diploma required, College degree preferred

Job Type: Full-time

Experience:

  • Customer Service: 3 years

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone