Specialist, Uptime Support
About The Position
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.
Requirements
- Familiarity with automotive components, repair techniques, and dealer processes
- Minimum two years of experience in an automotive or Medium/Heavy-duty truck environment.
- Requires understanding of the automotive/truck dealership service department environment
- Insight into the latest automotive/Medium-duty truck technology and computer applications.
- 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
- The employee must be able to access, enter, and retrieve data using a computer.
Nice To Haves
- Minimum two years of experience with data research and reporting preferred but not required.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
