Engineering Aide - Customer Support

Job Title:

Engineering Aide•

Customer Support Location:

Mossville, IL 61552 (Onsite)

Duration:

24 Months+ (Possible Extension) Work hours of

Requested Position:

7AM-3:30

PM Daily Schedule:

 Position is 8:00 to 4:30. OT opportunity is infrequent. May be asked to cover a 7:00 to 3:30 shift on occasion.

Job Description:

Position's Contributions to

Work Group:

The main function of the Call Center Helpline role is to answer

• dealer calls & emails regarding Reman parts to identify the correct fit.

Job Responsibilities:

Answer 30-50

• dealer inquires per day Provide timely and accurate responses, knowing dealers may place part orders based on your reply Record the dealer inquiry in Salesforce Utilize
• systems and contacts to research answers before responding to the dealer Be on time for your specific Helpline shift to ensure coverage

Skills:

Professional verbal and written communication skills Team player and detail oriented Mechanical aptitude Basic knowledge of engines or transmissions

Education/Experience:

High School Diploma required Associate's degree in engineering technology or related field desired. 5 years experience required. Call Center Helpline to answer 30-50 inquires per day from

• dealers.

Dealers seek assistance identifying Cat Reman parts for their application. This role requires timely and accurate responses of technical information to Cat dealers worldwide. Inquiries are received by the Cat Reman Technical Help Line by phone, email and web site. You are 1 of a 2 person team. Technical inquires are related to Reman products including engines, engine components, drivetrain, electronics & hydraulics. Often the dealer needs help selecting the correct part so they can place an order. Typical Day or Week in the Role Typical task breakdown: Respond to dealer inquires from phone calls, emails and website submissions. Log the inquires into the Salesforce application. Utilize

• systems to look up answers. On occasion, you may need to contact engineers to help answer the dealer inquiry. Potentially 20-30 dealer interactions per day per person. Ability to multi-task Interaction with team:
• Main interaction is with the dealers via phone, email and web.
• You may interact with 2 other helpline personnel, service and design engineering for help answering
• Little to no meetings and little to no presentations. Team Structure
• 2 person Helpline team (1 Cat, 1 agency).

Supplement support from 5 person Service Team (also reports to me).

Work environment:

• office

Candidate Requirements Education & Experience Required:

• Years of experience: 5+
• Degree requirement: High school diploma with 7+ years Associates with 5+ years Bachelors with 3+ years NO Master's Desirable to have mechanic or technician experience Top 3 Skills a. Communication (verbal and written) interacting with global
• dealers b. Technical
• mechanical aptitude and basic knowledge of engines and drivetrain parts. Reman is a parts business. c. Teamwork
• collaborative personality including punctuality at work (to no over burden your team member) Additional Technical Skills (Required)
• Computer skills including ability to learn a variety of applications (Salesforce, Cat systems)
• Microsoft applications (Desired)
• Working knowledge of engines and engine components.
• Basic understanding of
• engineering systems including: Service Information System (SIS), Technical Marketing Information (TMI), HVC Desktop.
• Working knowledge of Salesforce.com applications. Soft Skills (Required)
• Must have excellent interpersonal and communication (verbal and written) skills to respond to technical questions via phone or email.
• Team player and willing to reach out for assistance to be able to answer dealer inquires.
• Ability to process technical information

Pay:

$25.00

• $30.

00 per hour

Benefits:

Referral program

Work Location:

In person