Lead the Customer Care Lane for PTTI-Parts, Tools, Training, Information (Publication) readiness and release.
Execute projects for channel readiness for VPI programs (OEM Dealership, CCC, Field team readiness).
Apply knowledge of vehicle-level diagnostics capabilities and tools.
Lead customer care VPI lane for EBU and CBU programs.
Utilize deep knowledge of On-Highway and Off-Highway customers, applications, market intelligence, product usages, application challenges, and customer voices.
Build strong customer relationships and deliver customer-centric solutions.
Apply diagnostic expertise to resolve complex service diagnostic problems and provide diagnostic direction for projects, team, or program-related decisions.
Develop and maintain well-written troubleshooting instructions, diagnostic descriptions, and wiring diagrams.
Lead small or portions of large diagnostic projects and influence decisions at the department or program management level.
Troubleshoot complex diagnostic problems and recommend appropriate actions.
Identify trends and initiate the work necessary to improve troubleshooting materials and service diagnostic tools.
Communicate proposed troubleshooting publication changes for peer review and approval.
Engage cross-functionally with internal and external teams to build collaborative relations and diagnostic documentation alignment.
Mentor and share knowledge with less experienced team members.
Maintain the library of troubleshooting information as products evolve, experience is gained, and feedback is provided on the operation and servicing of the equipment.
Write procedures effectively with translations in mind.
RESPONSIBILITIES
Competencies:
Action Oriented : Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Builds Networks : Effectively building formal and informal relationship networks inside and outside the organization.
Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer Focus : Building strong customer relationships and delivering customer-centric solutions.
Decision Quality : Making good and timely decisions that keep the organization moving forward.
Drives Results : Consistently achieving results, even under tough circumstances.
Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Resourcefulness : Securing and deploying resources effectively and efficiently.
Diagnostics Development : Identifying internal, external, and regulatory design requirements for needed diagnostics; creating diagnostic procedures following standard processes and tools that meet or exceed design requirements; developing and executing test plans to validate the diagnostic; publishing diagnostic procedures following required processes.
Electronic Service Tool Development : Explaining the scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifying clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; developing and executing test plans to validate the service tool.
Service Information Process : Organizing product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifying and resolving emerging issues by breaking down complex processes, tools, systems, or agencies to prevent delays in the delivery of desired outcomes.
Technical Writing : Writing technical instructions so the target audience can understand and apply; organizing product information and converting it into appropriate content and format for the given publication and target audience; summarizing complex systems and breaking them down into individual components and diagnostics to create service information using established processes and tools.
Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.
Qualifications:
Demonstrated aptitude is required. College, university, or equivalent Associate's degree or certification in an appropriate STEM field is required.
Equivalent Bachelor's degree in a relevant discipline area may be required for select roles.
This position may require licensing for compliance with export controls or sanctions regulations.
QUALIFICATIONS
Skills and Experience:
Prior Senior or Lead Engineer equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem-solving and quality decision-making.
