Specialist, Uptime Support

Specialist, Uptime Support Anaheim, CA Job Details Contract $70,304 - $81,523 a year 1 day ago Qualifications Computer operation Automotive repair Client onboarding Microsoft Outlook Data reporting Research Mid-level Technical support Key Performance Indicators Task prioritization Data entry Data analytics Microsoft Teams 2 years Software training Communication skills Time management Full Job Description Uptime Support Specialist ( Long-Term Contract Role )

JOB SUMMARY

Monitors and responds to incoming dealer repair case notifications via the Isuzu Connect platform powered by Decisiv's service relationship management (SRM) to reduce vehicle downtime. Provides solutions to dealer service and parts personnel to reduce extended repair periods. Works internally with ICTA and INAC groups to expedite vehicle diagnosis, parts backorders, and request Isuzu Technical support for challenging repairs and dealer process analysis. Monitors case closures, generates periodic reports, and contributes to daily aging case discussions. Position requires consistent attendance and visibility.

PRINCIPAL DUTIES & RESPONSIBILITIES

Monitors and oversees dealer repair case activity within the Isuzu Connect platform and ensures dealer response to downtime reduction activity. Provides appropriate dealer service department direction, such as technical assistance, parts technical, field service engineering, and regional management. Provides reporting data summary and analytics to Dealers and Company personnel using Key Performance Indicators. Collaborates with Isuzu Uptime Center and Decisiv to provide new features and training of the Isuzu Connect Portal and reporting systems. Continuously evaluates and tests the system to ensure Isuzu's uptime support strategy is effectively meeting and surpassing the needs of the customer. Presents detailed reports and presentations to management on a routine basis to evaluate the efficacy of the program. Assists with Dealer training scheduling and may visit dealerships during initial onboarding and follow up as needed to support adoption and ongoing training to support continuous improvement. Supports remote training where appropriate to maintain a high level of efficiency and effectiveness for department priorities. Routinely attends training on Isuzu systems and products as it relates to core job responsibilities. Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Manager, Uptime Support Center

EDUCATION, EXPERIENCE & TRAINING

Familiarity with automotive components, repair techniques, and dealer processes Minimum two years of experience in an automotive or Medium/Heavy-duty truck environment. Minimum two years of experience with data research and reporting preferred but not required.

KNOWLEDGE

Requires understanding of the automotive/truck dealership service department environment Insight into the latest automotive/Medium-duty truck technology and computer applications.

SKILLS & ABILITIES

Proficient PC skills in MS Office 360 applications, specifically, MS Teams, Outlook, Excel, and PowerPoint Excellent Time Management Skills Consistent attendance and visibility Effectively planning, organizing, and prioritizing tasks to make the most of your time and achieve department and company goals Excellent verbal and written communication skills Excellent critical thinking and research skills Ability to work with and motivate dealer service personnel Good interpersonal skills

PHYSICAL STANDARDS

The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment, which requires only occasional reaching, stooping, and lifting of office files, reports, or records, typically weighing 5 lbs. or less. Position may require travel (domestic and international), approximately 10% including overnight stays.

PAY SCALE

The pay scale for this position is between $70,304 and $81,523. The actual compensation will be determined based on experience and other factors permitted by law. •This is a long-term role with opportunity for direct employment placement based on performance.