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Dealer Uptime Advocate

3 months ago

Liverpool, Liverpool, United Kingdom Hill International Trucks Llc Full time

Description:
Hill International Trucks, the tri-state areas leading medium- and heavy-duty truck and trailer dealership, is currently seeking a Dealer Uptime Advocate working out of one of our four Eastern Ohio panhandle or PA locations: (Aliquippa, PA. East Liverpool, OH. Eighty-Four, PA. or St. Clairsville, OH.)

SCHEDULE:
M-F, 8am-5pm w/ some O/T required.

Responsibilities:

Proactively monitor OnCommand Connection for active faults and provides insights, recommendations, and scheduling options to customer to make informed decisions regarding next steps.

The Dealer Uptime Advocate will serve as main point of contact to schedule customer's vehicle(s) in for PMs and outstanding Recalls and Campaigns.

Once units are in service, whether scheduled or unscheduled, the Dealer Uptime Advocate serves as the main contact with customer and servicing dealer through service event.

Monitors and manages a high volume of communications between the servicing dealer's service department, the customer, and the selling dealer regarding service events.

Assist in ensuring the servicing dealer is updating the customer with status of each repair, and the estimated time to the next repair milestone.

When a repair is not meeting a customer's expectations, the Dealer Uptime Advocate communicates with servicing dealer's management to seek clarification and assists with moving repairs forward.

The Dealer Uptime Advocate will also leverage multiple posted Standard Operating Procedures to ensure all potential escalations have been performed to ensure Uptime and to provide a consistent experience across the dealer network.


Characteristics/Scope:

Has developed specialized skills or is multi-skilled though job-related training and on-thejob experience, completing assigned tasks in resourceful and effective ways.

Fully proficient applying established standards and works independently, performing assignments that require considerable judgment and initiative. Understands implications of work, identifies key issues, and makes recommendations for solutions. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions. Completes work with a limited degree of supervision. Determines methods and procedures on new assignments.
Requirements


REQUIREMENTS:
Both mechanical and technical acumen, with a minimum 1 year in a related field. Strong communication and interpersonal skills to work with other departments and supervisors.
Excellent verbal and written communication are required. The ability to prepare project documentation; including but not limited to PowerPoint, Microsoft Excel Reports. Basic computer skills required with a focus on Microsoft Excel, Web based applications. Preferred experience with OnCommand Connection and International360.

DESIRED

REQUIREMENTS:

Advanced knowledge of OnCommand Connection and International I360 Experience and knowledge in working with Sales, Marketing, Parts and Service Departments in a heavy-duty truck dealership.


BENEFITS:
~401K with company match
~ Paid time off for vacations and holidays
~ Medical, dental, vision and prescription drug coverage
~ Opportunities for advancement

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