TAC Technical Service Representative

Allison Transmission Inc.•Indianapolis, IN

45d

About The Position

As part of Allison's Technical Assistance Center (TAC), the Technical Service Representative (TSR) assists professionally trained, and Allison certified technicians in the field with technical inquiries and diagnostic assistance. The TSR is also responsible for assisting the Allison end-user by answering basic operational questions and guiding them to the authorized Allison repair locations if they need service. The TSR works with a cross-functional team comprised of members from Service Engineering, the Customer Support Team, and the Warranty Department. The candidate must be able to accept ownership for effectively documenting customer issues, complaints, and inquiries, while keeping customer satisfaction at the core of every decision.

Requirements

High school diploma or equivalent preferred
Specialized training and experience in the diagnosis/troubleshooting of major components (engines, transmissions, differentials), OEM training courses and ASE Certification.
1-3 years of practical experience with vehicle maintenance
Strong Phone and Verbal Communication along with active Listening
Mechanically inclined and possess a strong understanding of vehicle maintenance and repair
Analytical thinking/Problem solving
Previous customer service experience
Demonstrates excellent written communication
Good understanding of Microsoft Office

Nice To Haves

Vocational or Technical Certification in vehicle repair preferred

Responsibilities

Receive calls from Allison Transmission distributor and dealer representatives regarding transmission concerns
Manage technical case files by working with certified technicians on diagnosis and problem solving
Advise distributor representatives of recommendations made
Perform follow ups on existing cases and close cases as appropriate
Identifying customers' needs and complaints, clarify information, research every issue, and provide solutions
Collaborate with other Allison Departments as necessary
File and maintain all records and documentation in accordance with corporate retention policies.
Receive calls from End-Users when requested to fill in for Customer Service Representatives and assist in providing them general information
Other duties as assigned

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
8 hours paid volunteer time per year
Robust employee wellness program
Tuition assistance program & Dependent scholarship program
On-site blood drives
Voluntary employee groups open to all who wish to participate, including: Global Women's Network, Emerging Professionals ERG, Multicultural ERG, Veterans ERG, Toastmasters Club, and more.