Job Description:About DXC TechnologyDXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.
About the positionThis position is in support of the Cummins Client to provide technical product support for Meritor heavy duty truck components.
Responsibilities include technical troubleshooting over the phone and email support, warranty adjudication, product support and customer support related to contacts from the Customer's clients and Customer personnel involving customer products, and processing product warranty claims.
Representatives provide technical support and warranty adjudication on heavy truck systems for an industry leading customer assistance call center.
This position is client facing and spends much time interacting with the client's North American Field Operations as well as providing specialized mechanical/technical support and warranty adjudication for the following product lines to repair facility networks throughout North America (U.S. and Canada).
The position also includes the processing and verification of warranty claims.
Training would be provided on all products and software used in daily tasks.
These heavy truck systems include heavy duty drive axles, electric drive systems, front non-drive and drive steer axles, wheel end, drum and disc brakes, air brakes, hydraulic braking components, transfer cases, trailer suspensions, trailer axles, tire inflation and EV systems as examples.
Mandatory Qualifications:- Exceptional customer service skills. This contact center is responsible for the vast majority of interacting with the client's customers daily. Troubleshooting is done over the phone. The contact center also provides support via email
- Ideal candidates need to also be computer proficient, with great typing skills and detailed oriented to handle the database
- Must be able to communicate diagnostic information over the phone in a clear and concise manner
- Automotive knowledge: medium/heavy duty truck component background
- They troubleshoot truck component failures mechanically and electrically and they provide customer service, problem resolution for both technical/warranty over the phone and via email
- Candidate must possess strong level of mechanical and/or electrical knowledge of heavy truck systems or automotive systems knowledge
- Candidate must have strong spatial relationship skills
- Must be able to understand mechanical operations regarding component functions and failure analysis as some of these components have a heavy reliance on electrical components, candidates must also have a strong background in electrical troubleshooting, strong understanding on wiring schematics and electrical diagnostic principles, and practical application experience.
- Automotive work experience to include hands-on mechanical and/or electrical product experience is required (Axles, brakes, drivelines, transmissions, trailer products, transfer cases, wheel-ends, and electrical experience as examples)
- Client places heavy emphasis on practical experience and certifications to include ASE Automotive and Heavy Truck certifications
- Candidates should possess a working mechanical knowledge of Class 7 and 8 "Over the Road Trucks"
- Must have mechanical skills or electrical skills with trucks or cars
- We support heavy duty trucks like linehaul trucks going down the road carrying goods. When an axle, brake, driveline, transfer case or component breaks on that truck, our team technically diagnoses it
Additional Qualifications: - Strong computer and typing skills
- Exceptional attention to detail and documentation skills
- Time management and multitasking ability
- Strong problem-solving skills
- Ability to work well within a team
Education requirement: - A college degree in the automotive or heavy-duty trucking industry from accredited colleges and universities is preferred
Work Environment: - All applicants must be legally authorized to work in the United States without requiring sponsorship now or in the future
- During training, the attendance is fully at the client's site at the location below. After training graduation, the position becomes hybrid, with typically Mondays and Fridays at home and TUES, WED and THUR on-site
- Our address is: Cummins (client's office): 2135 W. Maple Rd. Troy, MI, 48084
- Our operational hours are 7:30 a.m. to 10 p.m. ET Monday - Friday; Saturdays 9-6 p.m. During the training period the schedule is primarily daytime business hours. Various shifts are needed to support customers
- Overtime is available is available in this position
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