SUPERVISOR, TECHNICAL SUPPORT
LOCATION: Acuna / Coahuila (MX-COA), Mexico | BRAND: Bendix | REQUISITION ID: 11829 | JOB GRADE: 14
| 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:
In this role the recruit will act as the aftermarket Technical Support Supervisor where they will advise and support the overall Tech Team in addition to fielding live calls. They will act as a team lead and mentor, reporting to the Technical Solutions Supervisor. This person is a recognized expert in all fields of Bendix aftermarket products and safety systems. The candidate must have strong interpersonal and self-management skills. Mature engineering knowledge is also required. They will also be able to provide high level product training internally. This role may lead continuous improvement projects as well as assist with document reviews.
Essential Functions:
• Ensure that the team is managed and adheres to company policies and guidelines and is trained in all aspects of the job. Supports continuous development as needed.
• Performs the full scale of essential functions of a Technical Support Representative at all levels, which includes but not limited to:
• Capable of managing greater than 30 calls per day on consistent basis as well as monitor and coach team members.
• Capable of providing new hire training classes for Bendix employees.
• Expert in navigating through existing product documentation, service data sheets, CVS-PLM, B2Bendix.Com.
• Provides definitive brake system advice to customers as well as team members.
• Provides consultation in documentation gaps found through daily routine use. I.e., Missing diagnostic fault codes or troubleshooting steps.
• Lead communications between OE level Tech Support Team and AM Tech Support Team.
• Building knowledge to understand OE Level systems.
• Runs database reports as well as phone system reports in order to monitor key performance indicators for the team.
• Leads employee training on Bendix products and mentor’s other tech team support team members.
• In a customer resolution process, acts in a top tier knowledge base level in the escalation module for solving issues/problems and providing support.
• Must be able to work Holidays and outside the normal work timeframe in order to services the customer in a 24/7 operations.
Knowledge:
• Knowledgeable on all Bendix products, safety systems, including. Functionality features and the application of such products.
• Must understand and be able to provide technical direction to customers in specifying alternative solutions (reconfigurations, product upgrades, alternate repairs, etc.) with OE Tech support or Engineering assistance.
• Knowledge of a call ticketing system a must.
• Expert understanding of how to read and interpret product literature.
• Know-how of database management and report creation including phone system reporting for KPIs.
Experience:
• 10+ years technical years technical support specialist experience.
• Pervious people leadership experience a plus.
• Experience as a customer service representative a plus.
Skills:
• Ability to manage and provide direction to others in a leadership capacity. Includes dealing with performance issues and concerns in a swift and compliant manner.
• Ability to establish a professional, credible, and trusting relationship with the customer. Takes pride in ensuring positive overall customer experience.
• Strong interpersonal, written, and oral communication skills.
• Active listener who strives for resolutions and drives actions and tasks to completion.
• Must demonstrate ability to influence and persuade to inspire action for both the customer and internal organizational team.
• Initiative-taker who is action oriented, highly motivated, and possesses a strong sense of urgency. Capable of performing in a customer-focused, team-based matrix organization is essential.
• Possesses analytical skills and is capable of utilizing the appropriate tools (i.e., excel, system reports, etc.)
• Ability to understand and navigate governance, administration, and culture in the internal and external environment, while demonstrating commitment to the organization and its customers.
• Ability to work through constraints which could be out of your control. Must manage stress quickly while remaining calm with a strong ability to control emotions and behaviors.
• An individual who is able collaborate and puts team success before individual contributions; but can work independently and get the job done with direction or minimal direction.
• Microsoft Office applications, Word, PowerPoint, Excel, and analysis skills
• Fluent in English; Bi-lingual a plus.
Education:
• Technical school certificate or technical associate degree.
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.
Skills:
• Ability to manage and provide direction to others in a leadership capacity. Includes dealing with performance issues and concerns in a swift and compliant manner.
• Ability to establish a professional, credible, and trusting relationship with the customer. Takes pride in ensuring positive overall customer experience.
• Strong interpersonal, written, and oral communication skills.
• Active listener who strives for resolutions and drives actions and tasks to completion.
• Must demonstrate ability to influence and persuade to inspire action for both the customer and internal organizational team.
• Initiative-taker who is action oriented, highly motivated, and possesses a strong sense of urgency. Capable of performing in a customer-focused, team-based matrix organization is essential.
• Possesses analytical skills and is capable of utilizing the appropriate tools (i.e., excel, system reports, etc.)
• Ability to understand and navigate governance, administration, and culture in the internal and external environment, while demonstrating commitment to the organization and its customers.
• Ability to work through constraints which could be out of your control. Must manage stress quickly while remaining calm with a strong ability to control emotions and behaviors.
• An individual who is able collaborate and puts team success before individual contributions; but can work independently and get the job done with direction or minimal direction.
• Microsoft Office applications, Word, PowerPoint, Excel, and analysis skills
• Fluent in English; Bi-lingual a plus.
Education:
• Technical school certificate or technical associate degree.
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
- Major medical expenses
- Christmas Bonus
- Life insurance
- Educational assistance program
- Wellness program
- Saving Fund
- Pantry Vouchers
- Personal Days Paid
- 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