Senior Specialist - Diagnostics

Penske • Reading, PA

10h

About The Position

The purpose of this role is to reduce vehicle breakdowns. This will be accomplished in this position by technical fleet reviews to identify fault trends, coordinating repairs with key customers, and generating performance reviews to prompt changing behaviors for internal and external customers. This activity will also assist in the discovery or refinement of scenarios. As a function of the special focus on Rental as a key customer, this role will also work with Vehicle Supply to identify units coming off lease and into Rental that will need a Penske Bluetooth Device (ELD) or Telematics Device installed. They will submit the request and follow up to ensure a proper repair was made.

Requirements

• Technical fleet reviews to identify fault trends
• Coordinating repairs with key customers
• Generating performance reviews to prompt changing behaviors for internal and external customers
• Assist in the discovery or refinement of scenarios
• Identify units coming off lease and into Rental that will need a Penske Bluetooth Device (ELD) or Telematics Device installed
• Submit the request and follow up to ensure a proper repair was made
• Customers range from field personnel, 24/7, corporate depts & external customers such as dispatchers, fleet managers, high-level leaders and possibly drivers.

Nice To Haves

• Persuasion and sales skills could be utilized
• Billing may be involved in customer communication

Responsibilities

• Address technical customer concerns. Initial communications are most likely informative in nature, persuasion and sales skills could be utilized and may include billing. Some communication could be escalated.
• Identify key customer opportunities to develop key customer focus program; identify and create processes and follow-up actions. Daily reviews to identify scenario gaps & other at risk units.
• Support updates to customers and the account representatives on performance. Work with customers to grow functionality and fleet-specific opportunities. Similarly, update leadership on program, performance and growth.
• Continuous evaluation of the program to ensure success including receipt of FC information through all levels of the PRD program. Leverage missed opportunity data and apply technical knowledge to understand root cause.
• Use systems, e.g. Qlik, Qliksense, ServiceNet, OEM software and raw data to evaluate number of prevented roadcalls.
• Support the technical knowledge and understanding of PRD to the ProS team. Meet on a regular basis to explain program advancements, changes and vision.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees