Customer Support

The Customer Support Representative is responsible for ensuring a positive Allison Transmission ownership experience. This is accomplished by ensuring timely technical resolution with fleet customers, OEM’s, and channel partners. The Customer Support Representative will also promote the sales of existing product and OEM releases through a collaborative effort with Regional Sales team members. Key Responsibilities:

Provide technical support to Allison Channel Partners and regional fleets, focused on supporting vehicle uptimeTimely escalation and reporting of emerging product issues to regional leadership and Allison global headquartersUtilize the Performance Rewards Program (PRP) within the region to drive improved customer satisfactionEnsure a consistent customer experience within the region through Channel Partner training and auditsSupport timely and accurate issue resolution and plan pro-active customer engagement to support technical meetings and drive transmission sales, as well as aftermarket parts growthKey Performance Measures:

Improving trends in the regional Customer Satisfaction Index, demonstrating a positive customer experienceAchievement of regional sales and Growth Initiative goalsMeasurable improvement in regional PRP scoresCompetencies and Behaviors: Represents the Company’s best interest and operates at the highest standards in everything We Do. Drive a positive internal and external customer experience. Acts in line with values during the good and bad times, demonstrating integrity to othersIs widely trusted by others to deliver what they commit to in a timely manner. Is transparent in their interactions and intentions. Can influence others, diffuse tensions and build constructive, compassionate relationships.

Learns and adapts quickly when facing new problems. Is seen as a team player and cooperates with others within and outside own functional area and puts personal interests aside to achieve goals. Participates in matrix teams to achieve work outcomes. Can solve problems and be candid with customers/internal stakeholders. Can be decisive and act when the total picture is not clearModels teamwork, relates well to all kinds of people and is an approachable rapport builderQualifications:

Bachelor’s degree (preferred Engineering - Mechanical, Mechatronics, Electrical) or a technical field (such as automotive); minimum a Technical Diploma in Automotive or Mechanical Engineering. Able to travel frequently, sometimes on short noticeProficiency in local language and technical terminology (automotive engineering)Experience:

5+ years’ professional experience in the in the truck or bus industryStrong technical knowledge, analytical skills, and hands-on experience with heavy-duty vehicles, automatic transmissions, or similar heavy-duty components/systems preferredStrong organizations skills and disciplined work ethicGood people and team-building skillsKnowledge of failure mode analysis and problem-solving techniquesAbility to make decisions independently, with appropriate level of guidanceScope FactorsEastern 2/3 of Canada and Northeastern USUp to 75% travel required.