Supervisor, Technical Support Team 

LOCATION: Avon / Ohio (US-OH), United States | BRAND: Bendix | REQUISITION ID: 1725 | JOB GRADE: 15 

 

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:

              Supervisor, Technical Support

 

Position Summary:

 

This position will act as a supervisor for the Technical Support team. This person will act as lead, coordinating the work of others in a supervisory role. This includes, establishing work guidelines and proposing improvements to processes. This role will also be responsible for participating in establishing team goals and team key performance indicators. This person is considered to be a recognized expert in Breaking Systems and has very strong interpersonal and management skills. This role will work autonomously within established procedures and practices.

 

Essential Functions:

 

Supervisor and lead the team that:

  • Provide Technical Support, primarily over the phone, on Product and System Trouble Shooting / Part Cross / Identification of Similar Parts for Replacement / Product Application
  • Manage customer support call volumes in a customer oriented and professional manner
  • Able to support 3:00 – 11:00 pm extended business hour shift
  • Navigate through product information systems while answering customer technical support questions; using Teamcenter, Bendix.com, technical product literature
  • Maintain call logs using a database approach to logging and cataloging technical calls
  • Communicate technical product issues and enhancement requests to engineering product teams
  • Provide input and feedback on improvements to technical literature and product serviceability to customer communication and engineering organizations
  • Support customer product campaigns and special aftermarket initiatives
  • Provide formal Brake School training sessions to employees or customers
  • Support onsite customer field visits as required

 

Knowledge:

 

  • Proficient in Braking System regulations (e,g., FMVSS 121, European standards)
  • Recognized expert in Braking Systems; e.g. backup to Systems Team, supports industry panels
  • Expert knowledge of technical trouble shooting analysis tools

 

Experience:

 

  • More than 10 years technical support specialist experience
  • Proven customer service experience
  • Experience in the heavy-duty truck, bus and/or automotive market is a plus.
  • Experience in using product knowledge database systems; such as Teamcenter

 

Skills:

 

  • Strong customer service orientation a must
  • Demonstrated leadership skills set.     
  • Able to manage and deal with escalated customer situations.
  • Ability to assimilate data quickly
  • Analytic in nature and enjoys problem solving
  • Product safety oriented with strong eye in identifying product improvement and safety opportunities
  • Demonstrated diagnostic skills via ACOM a plus
  • Capable of training individuals or groups
  • Strong interpersonal, oral, and written communication skills and a positive/proactive work ethic
  • Team oriented - able to collaborate, motivate others and remove barriers
  • Demonstrated PC skills with Word, Excel

 

Education:

 

  • Technical Associates degree preferred (EE or ME) or minimum 3 years relevant customer / technical support specialist experience.

 

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 
- 401k Plan with Company matching 
- Retirement Savings Plan
- Educational Assistance Program (Tuition Reimbursement)
- Wellness Program and incentives
- Telework policy
- On-Site Fitness Center
- On-Site Cafeteria with Healthy menu options
- Health and Welfare Insurance Benefits that start on your 1st day of employment:

Company-Paid Benefits:
- Basic Life Insurance
- Basic Accidental Death and Dismemberment (AD&D) Insurance
- Short Term Disability
- Business Travel Accident Insurance
- Employee Assistance Program (EAP)

Voluntary Employee-Paid Benefits:
- Medical and Prescription insurance
- Dental insurance
- Vision insurance
- Supplemental Life Insurance Plans
- Supplemental AD&D insurance for Employee and Family
- Long Term Disability
- Accident Plan
- Critical Illness Plan
- Hospital Indemnity Plan

 

#LI-KM1


Nearest Major Market: Cleveland
Nearest Secondary Market: Akron