Coordinates the service & parts programs and provides technical assistance to distributors, dealers and Original Equipment Manufacturers (OEMs). This position assures Isuzu’s service availability, capability and customer acceptance/satisfaction and service superiority which would include, but is not limited to, repair/rebuild procedures, troubleshooting, failure analysis, training, product application and distributor/dealer service business operations. Processes warranty claims and monitors and follows up on warranty claims that require additional data, parts and failure analysis reports. The Service Specialist will answer the Technical Assistance phone line to provide technical assistance to dealers. This position will need to respond professionally, concisely and timely to emails and phone calls. Evaluating and comparing current policies and procedures and providing input for improvement to the company. Meeting with distributors, dealers and OEM counter parts while promoting Isuzu service and resolving customer problems. Performing component failure analysis, creating reports, processing warranty claims and participating in special projects as assigned.
Requires Bachelor’s degree in Diesel Technology, Automotive and Heavy Equipment Management, Engineering, Automotive Technology, or related field. A minimum of one-year of similar level and related experience, preferably with an engine or automotive manufacturer. Strong knowledge of diesel engines, electronic engine controls, diagnostics, service tools, the operating principles involved and all associated value added systems such as cooling packages, air intake systems, exhaust systems, mounting systems, etc. as well as the off highway diesel engine business. Effective negotiation and problem resolution skills. Proficiency in PC skills in all Windows applications. Overnight travel up to 20% of the time traveling to various distributor, dealer and OEM locations as assigned is required.