Regional Customer Support Representative

Allison Transmission

1d•Onsite

About The Position

Allison Transmission is the world’s largest manufacturer of commercial-duty automatic transmissions and hybrid propulsion systems, with products specified by over 300 leading vehicle manufacturers across various market sectors. Founded in 1915 in Indianapolis, Indiana, the company maintains its global headquarters there, operates with approximately 1,400 dealer and distributor locations, and employs over 2,700 people globally, spanning more than 80 countries. The Customer Support Representative is responsible for ensuring a positive Allison Transmission ownership experience by providing timely technical resolution to fleet customers, OEM’s, and channel partners. This role involves working with and assisting the Regional Customer Support Manager (RCSM) to maintain and develop an effective two-tier distribution network within the designated area of responsibility. Additionally, the Customer Support Representative will promote the sales of existing products and OEM releases through collaborative efforts with Regional Sales team members.

Requirements

Technical Diploma or Equivalent work experience considered
Strong technical and mechanical skills necessary for effective troubleshooting and technical document development
Ability to collaboratively influence others (internal and external) to achieve organizational goals
Able to travel frequently, sometimes on short notice
Proficiency in English language (written and verbal)
Proficiency in technical terminology (automotive engineering)

Nice To Haves

Bachelor’s degree in technical or business field
3+ years’ professional experience
Strong technical knowledge, analytical skills, and hands-on experience with heavy-duty vehicles, automatic transmissions, or similar heavy-duty components/systems
Strong organizations skills and disciplined work ethic
Good people and team-building skills
Knowledge of failure mode analysis and problem-solving techniques
Ability to make decisions independently, with appropriate level of guidance

Responsibilities

Provide technical support to Allison Channel Partners and regional fleets, focused on supporting vehicle uptime
Timely escalation and reporting of emerging product issues to regional leadership and Allison global headquarters
Utilize the Performance Rewards Program (PRP) within the region to drive improved customer satisfaction
Ensure a consistent customer experience within the region through Channel Partner training and audits
Work with RCSM to identify and assess distributor and or dealer locations and capabilities ensure channel coverage is aligned with Allison Customer Support and growth initiative plans
Support timely and accurate issue resolution and plan pro-active customer engagement to support technical meetings and drive transmission sales, as well as aftermarket parts growth

Benefits

Choice of medical plans with prescription coverage
Employer HSA contribution
Dental & Vision Insurance
Paid Parental Leave
Short & Long-Term Disability
Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
401K with generous Company match & contribution
Accrued Paid Time Off
12 Paid Holidays + 1 Floating Holiday
Robust employee wellness program
Tuition assistance program