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Technical Service Manager.
hace 7 meses
Req ID Guadalajara, Mexico
Support ZF business objectives by ensuring technical product/operation assistance, aftermarket product sales, and warranty adjudication are administered in accordance with company guidelines
•Maintain and increase the high technical knowledge of the team while delivering ZF’s and customer’s commercial vehicle products.
•Ensure the support of the technical call center by handling escalations and providing training.
•Resolve customer’s technical issues, quickly and professionally. Both in your respective region and by assisting your team when necessary.
•Ensure the support and provide a diagnosis of all ZF commercial vehicle systems, ZF products and electrical systems including; J or other CAN systems.
•Support key accounts by quickly resolving technical concerns acting as a single point of contact and responding in a timely manner.
•Ensure the support engineering by providing clear and detailed reports and tracking of new product concern investigations performed in the field.
•Provide product feedback to ZF product and marketing teams in a constructive and clear manner.
•Develop excellent customer relationships.
•Cooperate closely with sales teams providing technical support/training for internal and external customers.
Your Profile as a Technical Field Service Manager
• Minimum Associate Degree in Auto or Diesel Technology or another Technical related field, or a combination of education and experience. Bachelor’s Degree preferred.
• Technical and/or service-related experience (> 3 years)
• Knowledge of heavy- and medium-duty truck and trailer brake and suspension control systems. Good understanding of the national/fleet commercial vehicle market
• In-depth electrical and/or pneumatic product knowledge
• Proven technical knowledge for ZF, WABCO and TRW parts, systems, services and diagnostic tools
• Ability to describe/solve complex and cross-functional problems virtually
• Experience working to resolve customer product and warranty issues
• PC skills (Microsoft Office, Teams, & Outlook)has context menu
About the Team The Customer Care Center team supports a wide range of WABCO, TRW Steering and ZF Commercial vehicle products. The Technical Service Manager is responsible for supporting call center personnel, repair facilities, end users and internal personnel with their product questions, requests for technical information, and their need for troubleshooting direction. A high level of technical problem-solving capability and in-depth product knowledge are critical to the role and key to obtaining customer adoption of our products and commitment to the ZF brand. Effective and efficient solutions to field issues is a basic expectation of commercial vehicle users and is fundamental to the support of sales and KPI targets.
