Training / Hotline Specialist

Webasto is looking for:

Battery & Test Systems Support Specialist

POSITION SUMMARY Performs a variety of technical duties to support the Webasto regional customer base.

The ideal candidate will be experienced in working with customers to create quality solutions to support Battery, Test systems and Applications. This person must be well organized, flexible and enjoy the challenges of supporting and maintaining customer relations through Systems Diagnostics and Repair and providing technical and systems support. The Technical support person may train the dealer/customer about products to ensure proper operation, to enhance the longevity of the product.

The ability to interact professionally with customers and staff members in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role. Written and verbal communication skills coupled with a strong sense for creative aptitude, prioritizing work and attention to detail are equally important.

ESSENTIAL FUNCTIONS Essential duties and responsibilities may include, but are not limited to, the following:

Customer Relationships

 Interact with customers via phone, email, virtually or in person.

 Perform periodic data download and analysis

 Coordinate and provide field service response and follow up

 Maintain and document customer information for assigned region

Battery and Test Systems Service and Repair Support

 Coordinate fieldwork for equipment installations, commissioning and calibration

 Provide support for battery and test systems

 Conduct or provide completed checklist for verification of successful installation

 Provide coordination of system startup, calibration and configuration processes

 Provide customer support for systems operation

Service Network Support

 Perform routine follow up calls to obtain customer feedback as required

 Provide support to the dealer network as required

 Provide systems and order processing support as required (spare parts requirements)

Technical Support

 Technical advisor to customers as well as other departments within the company.

 Answers customer calls, to provide assistance to the customer by problem-solving and using strategy-based diagnosis to ensure that the customer is helped, as required. Logs and maintains all technical customer calls on company provided systems.

 Participates in meetings to define and analyze root-cause of product failures.

 Assists in the development of technical documentation and training material as needed.

 Other duties as assigned

MINIMUM QUALIFICATIONS

Equivalent to the completion of high school is required. 2-Year Technical / Vocational School certificate with 5+ years prior experience in general automotive or light/medium/heavy duty vehicles or an equivalent combination of education and/or training and/or experience that provides this knowledge, skill and ability.

Knowledge and proficiency of:

1) Electrical grid systems commercial and residential

2) Strong customer service and problem solving / diagnostic skills; well-versed in the creation of prototype and application solutions

3) Microsoft Office applications including Word, Excel, PowerPoint, CRM and Outlook

4) Current office practices, equipment and calendar/work scheduling

5) Safe work practices in office and shop environments

6) Knowledge of 115/215 electrical safety and handling practices

7) Knowledge of Hazardous Communication and Right to know

Ability to:

1) Interact and display interpersonal skills and professional demeanor

2) Be detail oriented

3) Be orderly, adaptable, professional, courteous, motivated and work well on their own or as a member of a team

4) Perform many tasks at once, and handle responsibilities that can change on a daily basis, prioritize and meet deadlines

5) Take responsibility and perform work utilizing independent judgment and initiative, making sound decisions to provide solutions to problems / concerns

6) Convey information and details to customers, co-workers, superiors using strong verbal and written communication skills

7) Communicate clearly and concisely, both orally and in writing.

8) Use independent judgment and initiative to interpret and follow oral and written instructions with attentiveness to detail

9) Tactfully and courteously respond to customer requests and inquiries

10) Maintain effective working relationships with those contacted during the course of work

11) Everyone has the responsibility and right to stop production or shipment if they suspect product does not meet quality requirements

Webasto is an Equal Opportunity Employer. We do not discriminate against  race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, veteran or military status, or any other legally protected status.