Product Service Specialist- Dealer Service Network

Diversified Services Network, Inc.Peoria, IL

$55,000 - $65,000 / year

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Overview

Schedule

Full-time

Education

Engineering (PE)

Career level

Senior-level

Remote

On-site

Compensation

$55,000-$65,000/year

Benefits

Dental Insurance

Vision Insurance

Paid Vacation

Job Description

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Service Specialist -Dealer Solutions Network to join our team in Peoria,IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

As a Product Service Specialist, you will work directly with dealers and Company product groups to provide quality interim and permanent resolutions to complex product health issues on all company products.

The Product Service Specialist is part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN).

JOB RESPONSIBILITIES:

· Collaborate with product group support teams and escalate as needed to ensure quality resolutions are provided in a timely manner

· Facilitate problem resolution between Dealer and internal Company personnel

· The initial “triage” on product health events (includes the receiving and recording of Incident Reports)

· Record event information for future reference and for CPI data mining

· Ensure that relevant details of the SR are properly documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)

· Investigate documented information and manage dealer inquiry to closure

· Reopen and/or review issues with dealers as appropriate

· Adhere to DSN Best Practices (Guidelines)

Requirements

EDUCATION & EXPERIENCE REQUIRED:

· This position requires a detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree - this could include an accredited engineering or related degree. Hands-on machine experience would be the best candidate.

· 2-4 years of product support related experience or equivalent

REQUIRED SKILLS:

(Required)

· Strong mechanical / product knowledge. Hands on machine experience

· Understanding of the dealer product support network

· A sense of urgency to resolve product health issues

· Applied Failure Analysis

· Navigating key Caterpillar product support systems

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.

Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.

Helps others solve technical or procedural problems or issues.

SOFT SKILLS REQUIRED:

(Required)

Written and oral communications skills (Fluent in English)

· Strong interpersonal skills with the ability to influence and motivate others

· Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

· Describes problem reporting and escalation practices.

· Utilizes accepted procedures for problem analysis and resolution.

· Identifies key aspects of problem-solving techniques used in own area.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

· Provides a quality of service that customers describe as excellent.

· Resolves common customer problems.

· Good understanding of applied failure analysis

· Proficient in reading and understanding technical prints and engineering specifications

Benefits

401(k)

Dental insurance
Vision Insurance
Disability insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Paid Holidays

Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! https://www.dsnworldwide.com

Salary expectations: 55,000-65,000 per annual

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FAQs About Product Service Specialist- Dealer Service Network Jobs at Diversified Services Network, Inc.

What is the work location for this position at Diversified Services Network, Inc.?

This job at Diversified Services Network, Inc. is located in Peoria, IL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Diversified Services Network, Inc.?

Candidates can expect a pay range of $55,000 and $65,000 per year.

What employment applies to this position at Diversified Services Network, Inc.?

Diversified Services Network, Inc. lists this role as a Full-time position.

What experience level is required for this role at Diversified Services Network, Inc.?

Diversified Services Network, Inc. is looking for a candidate with "Senior-level" experience level.

What education level is required for this job?

The education requirement for this position is Engineering (PE). Candidates with relevant qualifications or equivalent experience may also be considered.

What benefits are offered by Diversified Services Network, Inc. for this role?

Diversified Services Network, Inc. offers following benefits: Dental Insurance, Vision Insurance, and Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Diversified Services Network, Inc.?

You can apply for this role at Diversified Services Network, Inc. either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.