Service Technical Specialist

Service Technical Specialist

Position Title: Service Technical Specialist
Department: Service
Location: Mississauga, ON
Position Type: Full-time

Objectives
This position supports the objectives of the Service team, and in particular, providing technical and service-related assistance to dealers/customers by maximizing HINOEDGE case management utilization.

Main Responsibilities & Skills
Technical Support

• Monitor and assist dealer service activities through HINOEDGE /Connected Vehicle platforms
• Extend the use of HINOEDGE case management to reduce downtime by providing proactive support based on recorded DTC’s (tech tips, quick reference etc.)
• Liaison with HMS Ultimate team for the operation and functional improvements of HINOEDGE
• Provide technical assistance to dealer service through the Service Inbox and through phone
• Provide technical assistance to Parts and Sales Departments
• Support service training activities

Warranty

• Assist the warranty department in the claim adjudication process as required (HinoPortal/SAP)

Service

• Increase Customer loyalty by implementing maintenance reminders through the utilization of Connected Vehicle mileage reports (HinoUltimate.com)
• Support HMC Service Activities, dealer events as required (EML/CCC)
• Promptly handle general service tasks using SAP, Hinoportal, Microsoft products
• Coordinate general customer inquiries as required

REQUIRED

• Experience in vehicle diagnostics, as well as good understanding of truck components including advanced diesel engines
• Willing and able to learn new technologies, shop/case management related platforms
• Licensed Automotive / Truck Technician (strong asset)
• Strong written and verbal communication skills, Microsoft Word, Excel, Power Point
• Ability to work accurately and pay close attention to details despite frequent interruptions
• Strong management skills
• Ability to work effectively and independently in a team environment
• Strong customer service orientation
• Good time management skills, ability to meet deadlines
• Fluency in Microsoft Office (Word, Excel, PowerPoint)

WORK ENVIRONMENT

• Answer frequent phone calls and respond to email inquiries
• Office/Training Workshop based in Mississauga
• Occasional trips to HINO dealers, National / International travelling may be required

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