Sr. Product Support Consultant

Lisle, Illinois, us
Company: Navistar
Category: Computer and Mathematical Occupations
Published on 2021-06-17 13:30:01

Job Description

Position Overview

Navistar International Corporation is a leading North American truck manufacturer with great products, a strong market positions and best-in-class distribution networks.

We are currently seeking a  Sr. Product Support Consultant to join our Field Team. The individual will support our Dealer and Fleet Customers by assisting with service processes, warranty, training and fleet service assistance to drive product uptime and profitability. The position will report into the Regional Service Manager. Essential responsibilities include, but are not limited to:

  • Maintain and develop outstanding customer relationships and help advise Fleet and Dealer Service teams on best practices for all of our Navistar products.
  • Provide quarterly reviews with key customers.
  • Travel to various fleet technical service locations throughout the Ohio and Kentucky.
  • Regular on site visits and virtual meetings with Fleet and Dealer Service Teams to reinforce service metrics and OEM standards.
  • Respond to customer product inquiries via telephone, email, chat sessions or case system, including Tier 1 and Tier 2 support levels. 
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. 
  • Troubleshoots product problems and recommends corrective actions. 
  • Documents customer information and recurring technical issues to support product quality programs and product development. 
  • Provides information tracking, billing/invoicing and report support. 

  • Basic Requirements

  • Bachelor’s degree
  • At least 8 years of customer service experience and technical product knowledge
  • At least 1 year of lead experience
  • OR

  • Master’s degree
  • At least 6 years of customer service experience and technical product knowledge
  • At least 1 year of lead experience
  • OR

  • At least 10 years of customer service experience and technical product knowledge
  • At least 1 year of lead experience

  • Additional Requirements

  • Qualified candidates, excluding current Navistar employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. Navistar does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

  • Desired Skills

  • Ability to communicate complex ideas effectively, both verbally and in writing
  • Industry experience required
  • Excellent problem-solving skills
  • Ability and desire to work in fast-paced, multi-functional environment
  • Exceptional written and verbal communication skills
  • Advanced Excel experience
  • Ability to work cross functionallyand collaboratively within the organization
  • Ability to work effectively with people at all levels in an organization
  • Ability to travel up to 75% domestically

  • Company Overview

    Navistar is a manufacturer of commercial trucks, buses, defense vehicles and engines. Wherever ingenuity drives global markets, you'll find us taking the lead. We believe the world is propelled forward by new ideas, brave inventors and bold thinkers. That's why we're driven to deliver a better future with strong products, sound values and solutions for a changing world.

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