Description: PDS Tech, Inc. is seeking a Parts Technical Agent for a open position Racine, WI. Responsibilities include:
Take ownership of parts technical inquiries from contacts via phone and/or a dealer portal electronic resource.
Use a strategic process to deliver complete resolution to contacts. Compose relevant, timely, complete and accurate part(s) identification information for corrective action.
Research incidents using all available tools and seek out information when not readily available.
Exceptional time management skills required to manage time constraints dictated by widely fluctuating contact levels. Must maintain the utmost availability to the contacts by minimizing unavailable time in phone system.
Identify errors and weaknesses, propose suggested changes, and escalate to Global Parts Publishing team to improve Corporate Publications.
Determine validity of reported parts shipment errors by Parts Depots, submit issues to Depots for inspection and corrective action to ensure good part shipped.
Investigate potential quality problems with new parts to determine if manufacturing issues exist. Once a known issue is clarified, work with the Parts Depots and Central Quality team to implement corrective action and obtain good part for the dealer.
Structure solution to incidents consistent with objectives, policies and procedures.
Effectively explain resolution through both verbal communication and in writing via electronic media. Log all dealer information in one program.
Participate in training activities (both formal and informal) to continue to develop a thorough understanding of products and services.