Technical Support/Technician at ICONMA, LLC

• Provides Detroit powertrain technical support for service issues, concerns, or complaints related to technical service or service parts.
• Involves working in the Detroit Customer Support Center (CSC) answering calls and electronic submissions from authorized service locations, end-users, and internal customers.
• Answer calls, emails and electronic tickets from dealer network, end-users, and internal customers regarding Detroit engine, transmission, and axle technical service or service parts related issues, concerns, or complaints.
• Assist internal and external customers in a professional, courteous, and timely manner.
• Utilize company documentation, literature, and database to provide technical support.
• Maintain call note logs with all pertinent information.
• Interpret data from Virtual Technician telematics and disseminate to end users.
• Communicate technical service concerns or emerging issues to management.
• Assure all Client Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues that are sent to the Compliance department.
• Refer more complex technical issues or concerns to appropriate party.
• Participate in cross functional projects and meetings.

Requirements:

• Experience in the automotive industry and/or working towards a degree in Eng or auto related.
• Microsoft experience/understanding.
• Computer skills/willing to learn more.
• Required Education and Experience: An associate degree in related field; or 2 years of related experience.
• Familiarity with Microsoft 365, Salesforce, Five9, or other related phone/ticketing/CRM systems.
• This can be taught but is a plus if the candidate has experience of these systems.

Preferred:

• Diesel technician experience is preferred.

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Ravi Kumar

P: (248) 384-8473