Vehicle Support Centre Analyst (Vehicle Maintenance and Service Engineer)

PACCAR India is seeking an inspiring energetic leader for our rapidly growing customer experience department. The Vehicle Support Centre Analyst (Vehicle Maintenance and Service Engineer)provides first-line technical assistance to PACCAR dealership technicians specializing in PACCAR Engines Aftertreatment systems and Chassis electrical components. The role delivers accurate and timely support communicates technical information across PACCAR divisions and serves as the primary dealer contact to ensure maximum customer uptime.

PACCAR Parts

PACCAR Parts operates a network of parts distribution centres offering aftermarket support to Kenworth Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centres operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Key Responsibilities:

• Deliver Tier 1 Technical Support to dealer technicians over web or call by:
• Diagnosing customer concerns reviewing troubleshooting results and providing timely accurate assistance through the internal case management tool TCS 365.
• Follow-up and monitor repair progress to ensure maximum uptime and quick return of trucks to service.
• Provide Software Support for engine applications and select chassis applications requiring special approvals or additional research ensuring dealer technicians receive accurate guidance.
• Collaborate on Cross-Functional Projects including service tools and documentation product quality initiatives and Voice of Customer.
• Escalate complex vehicle issues to technical lead tier 2 and 3 Field support teams and leadership teams as appropriate.
• Attain and maintain all PACCAR Engine Certifications and stay current on industry systems and technologies.
• Participate in special projects and continuous improvement initiatives.
• Comfortable working in U.S. business hours

Knowledge & Skills REQUIRED:

• Education Requirements:

• • Bachelors degree in Mechanical or Automotive required

• Minimum 3 years of experience in automotive and/or diesel engine diagnostics required OEM dealership experience strongly preferred
• Fundamental understanding of engine and aftertreatment systems and demonstrated ability to accurately and efficiently diagnose component and/or system faults.
• Fundamental understanding of electrical system theory and demonstrated ability to accurately and efficiently diagnose electrical system faults
• Proficient in industry computer-based diagnostic tools and standards including OBD (On Board Diagnostics)
• Strong PC skills including proficiency with Microsoft Office Suite
• Domain: Automotive Technical Support and Customer Experience/Care
• Primary Skill: Diesel Engine Aftertreatment Diagnostics CRM & Case Management Systems MS Office Suite English proficiency
• Secondary Skills: Repair and Maintenance Information

COMPETENCIES AND BEHAVIORS:

• Strong leadership project management and performance management skills
• Exceptional customer service skills with the ability to identify customer needs and transform them into solutions
• Ability to communicate well both verbally and written with various levels of stakeholders within and outside of the organization
• Able to work independently and make decisions based on policies and procedures
• Able to multi-task manage changing priorities and meet deadlines