Product Service Specialist- Dealer Service Network

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Service Specialist -Dealer Solutions Network to join our team in Peoria,IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk! As a Product Service Specialist, you will work directly with dealers and Company product groups to provide quality interim and permanent resolutions to complex product health issues on all company products. The Product Service Specialist is part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN).

JOB RESPONSIBILITIES:

• Collaborate with product group support teams and escalate as needed to ensure quality resolutions are provided in a timely manner
• Facilitate problem resolution between Dealer and internal Company personnel
• The initial “triage” on product health events (includes the receiving and recording of Incident Reports)
• Record event information for future reference and for CPI data mining
• Ensure that relevant details of the SR are properly documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
• Investigate documented information and manage dealer inquiry to closure
• Reopen and/or review issues with dealers as appropriate
• Adhere to DSN Best Practices (Guidelines)

EDUCATION & EXPERIENCE REQUIRED:

• This position requires a detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree - this could include an accredited engineering or related degree. Hands-on machine experience would be the best candidate.
• 2-4 years of product support related experience or equivalent

REQUIRED SKILLS:

(Required)

• Strong mechanical / product knowledge. Hands on machine experience
• Understanding of the dealer product support network
• A sense of urgency to resolve product health issues
• Applied Failure Analysis
• Navigating key Caterpillar product support systems

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.
• Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.
• Helps others solve technical or procedural problems or issues.

SOFT SKILLS REQUIRED:

(Required)

• Written and oral communications skills (Fluent in English)
• Strong interpersonal skills with the ability to influence and motivate others
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Good understanding of applied failure analysis
• Proficient in reading and understanding technical prints and engineering specifications

401(k) Dental insurance Vision Insurance Disability insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Paid Holidays Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! Salary expectations: 55,000-65,000 per annual