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GENERAL ADMIN PROFESSIONAL II (H047) 
LOCATION: Acuna / Coahuila (MX-COA), Mexico | BRAND: Bendix | REQUISITION ID: 8012 | JOB GRADE: 12  

| ON-SITE/REMOTE: On-site 

 

Want to help shape tomorrow?  At Bendix we’ve been doing it for 90 years…setting the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety.  We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today! www.bendix.com/careers

 

JOB DESCRIPTION:

Position Summary:

The General Admin Professional II is a key position within the HR EST Shared Services Center team, a customer focused service organization that provides HR services to employees across the Americas region. This position will also be responsible for the implementation, monitoring, and optimization of AI agents integrated into the HR SSC’s service delivery model. These AI agents will play a key role in providing efficient and scalable HR service solutions. As a first point of contact for employees contacting the EST, the role requires working closely with KB staff and systems to resolve a broad scope of inquiries related to HR services. The position leverages an innovative HR IT ticket system for tracking requests, which may be supported by AI technologies or automation solutions. This role involves ensuring high levels of customer satisfaction and operational efficiencies.

 

Essential Functions:

 

Service Line – General Administration:

  • Conduct intake for all HR related inquiries and escalate to appropriate parties as necessary utilizing automated solutions or AI-powered tools as part of the service process where applicable.
  • Ensure timely resolution of cases and follow through to completion to provide best customer experience, leveraging AI agents for automated responses when appropriate.
  • Track and monitor cases to identify root cause of issues and recommend solutions to improve service delivery.
  • Document inquiry resolution and escalation in case management system, including interactions with AI agents.
  • Leverage AI-driven tools and knowledge-base to provide consistent customer service and improve efficiency.
  • Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies through digital solutions and automation.
  • Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
  • Identify and communicate leading practices and innovative approaches and tools for service delivery, including AI and automation technologies.
  • Responsible for managing escalated issues within the Shared Service Center, ensuring AI systems are used effectively to support issue resolution.
  • May be assigned ad-hoc projects and conducting research to resolve issues and understand opportunities for improvement related to the implementation and optimization of AI technologies in HR processes.
  • Coach and guide employees with regards to company policy and employment law.
  • Utilize case management system to triage cases and respond to mis-directed cases and facilitate the handling of employee and manager interactions.
  • Collaborate and support in the design, built and structure of the EST Contact Center, with a focus on the integration of AI agents for HR service delivery.
  • Establish and document SOPs for handling employee inquiries, HR transactions and service requests, incorporating AI automation where appropriate. Continuously assess and improve processes to ensure efficiency, accuracy, and responsiveness.
  • Monitor performance metrics, provide regular reports on Contact Center activities and AI agent effectiveness.
  • Collaboration with HR teams to ensure alignment between AI capabilities and HR service delivery goals.

 

Management & Supervisory Responsibilities:

  • Reports to Country Head - Team Lead Shared Services Center
  • Job is NOT directly responsible for managing other employees.    
     

 

 

 

Knowledge:

  • Knowledge of basic Human Resource applicable laws. 
  • Strong interest in or experience with technology adoption, automation, or process improvement.
  • Familiarity with digital tools, case management systems, or HR service technology, with a willingness and aptitude to quickly learn AI-powered solutions such as IBM AI agents or similar technologies.

 

Experience:

  • 2 + years of experience in Human Resources areas, customer service or process improvement
  • Experience working with technology solutions, such as HR systems, service management tools, or automation platforms, is a plus.
  • A demonstrated ability to adapt to new technology and drive process improvements using digital or automated solutions.

 

Skills:

  • Strong problem-solving and process optimization skills, particularly in customer service or HR environments.
  • Call/service center operations.
  • Case management system operations.
  • Basic knowledge of general HR practices, policies and procedures.
  • Ability to effectively address challenging situations related to customer issues/complaints, leveraging AI when applicable.
  • High energy and focus.
  • Excellent communication skills and ability to provide training or support to team members on new technologies.
  • Ability to operate successfully, multitask and prioritize multiple projects simultaneously in a fast-paced environment.
  • Experience with customer service systems, service management software, or digital tools, with a willingness to explore and leverage AI-powered solutions.
  • Strong analytical and problem-solving skills and issue resolution across a broad scope of HR topics.
  • Ability to navigate and leverage knowledge and case management technology, including AI tools.
  • Ability to work well with all levels of corporation, as well as outside external clients and vendors.
  • Capable of handling highly confidential information.
  • Ability to prioritize and work independently with minimal supervision.
  • Ability to identify and implement operational efficiencies through technology and automation.

 

Education/Certifications:

  • Bachelor’s degree in business, Human Resources, Information Technology or related discipline.
  • Bi-lingual Spanish and English required.
  • Certification or training in AI technologies, process automation, or HR technology is a plus.

 

Travel Requirements:

  • Must be willing and capable to travel to the United States as required.  

 

Position Requirements: 

 

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

What does Bendix have to offer you?
- Work-life balance that includes Paid Vacation & Holiday Paid Time Off
- Vacation Premium
- Life insurance
- Christmas Bonus
- Educational assistance program
- Wellness program
- Saving Fund
- Pantry Vouchers
- Permits paid for: Marriage or Death of a direct relative
- Attendance Bonuses
- Cafeteria Subsidy
- Subsidy for prescription glasses
- Medical service in plant
- Recognition programs
- Gym

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