Heavy Duty Truck Mechanical/Electrical Service Consultant (Hybrid)

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This position is in support of the Cummins Client to provide technical product support for Meritor heavy duty truck components. Responsibilities include technical troubleshooting over the phone and email support, warranty adjudication, product support and customer support related to contacts from the Customer’s clients and Customer personnel involving customer products, and processing product warranty claims. Representatives provide technical support and warranty adjudication on heavy truck systems for an industry leading customer assistance call center. This position is client facing and spends much time interacting with the client's North American Field Operations as well as providing specialized mechanical/technical support and warranty adjudication for the following product lines to repair facility networks throughout North America (U.S. and Canada). The position also includes the processing and verification of warranty claims. Training would be provided on all products and software used in daily tasks. These heavy truck systems include heavy duty drive axles, electric drive systems, front non-drive and drive steer axles, wheel end, drum and disc brakes, air brakes, hydraulic braking components, transfer cases, trailer suspensions, trailer axles, tire inflation and EV systems as examples. Mandatory Qualifications: Exceptional customer service skills. This contact center is responsible for the vast majority of interacting with the client’s customers daily. Troubleshooting is done over the phone. The contact center also provides support via email Ideal candidates need to also be computer proficient, with great typing skills and detailed oriented to handle the database Must be able to communicate diagnostic information over the phone in a clear and concise manner Automotive knowledge: medium/heavy duty truck component background They troubleshoot truck component failures mechanically and electrically and they provide customer service, problem resolution for both technical/warranty over the phone and via email Candidate must possess strong level of mechanical and/or electrical knowledge of heavy truck systems or automotive systems knowledge Candidate must have strong spatial relationship skills Must be able to understand mechanical operations regarding component functions and failure analysis as some of these components have a heavy reliance on electrical components, candidates must also have a strong background in electrical troubleshooting, strong understanding on wiring schematics and electrical diagnostic principles, and practical application experience. Automotive work experience to include hands-on mechanical and/or electrical product experience is required (Axles, brakes, drivelines, transmissions, trailer products, transfer cases, wheel-ends, and electrical experience as examples) Client places heavy emphasis on practical experience and certifications to include ASE Automotive and Heavy Truck certifications Candidates should possess a working mechanical knowledge of Class 7 and 8 “Over the Road Trucks” Must have mechanical skills or electrical skills with trucks or cars We support heavy duty trucks like linehaul trucks going down the road carrying goods. When an axle, brake, driveline, transfer case or component breaks on that truck, our team technically diagnoses it Additional Qualifications: Strong computer and typing skills Exceptional attention to detail and documentation skills