Coordinator, Technical Service Support

Title:   Coordinator, Technical Service Support

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance.

Key Accountabilities:

• Collaborate with the Customer Care Center team and 1st level service partners to coordinate communication on field issues and report to a centralized data capturing system.
• Monitor and maintain assigned cases and tickets in a centralized service tool to capture critical data from the event or issues in the field.
• Provide responsive technical assistance to internal customers, OEMs, distributors, dealers and end users
• Provide technical assistance for electronic systems, tools, and related software and hardware
• Monitor distributor database of all calls coming in to After Sales
• Register calls by engine series, parts technical, service technical and/or warranty
• Refer calls to appropriate service provider and follow up to ensure the customer receives timely support. 
• Assist service engineers with technical data and create drafts of service information letters and bulletins
• Confer with engineers and other personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations
• Keep management advised of major technical service concerns and follows up until resolved
• Resolves technical service concerns and complaints in a timely manner
• Adhere to all company policies and procedures
• Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls-Royce Code of Conduct.
• Perform special projects as required.

Basic Requirements:

• Bachelor's Degree in Business or Engineering and 3 years of customer service experience with internal combustion engines in an automotive or mechanical equipment environment; or 7 years of customer service experience with internal combustion engines in an automotive or mechanical equipment environment
• Ability and willingness to travel (domestic and international)

Preferred Qualifications:

• Strong self-starter and ability to work extended periods without supervision under multiple priorities
• Strong communication skills and ability to influence others
• Good organizational, planning and follow-up skills
• Good oral, written and presentation communication skills
• Good interpersonal skills and the ability to work effectively with others
• Good negotiation skills and resilience to resolve issues amicably
• Good analytical and creative problem-solving skills when issues are complex
• Proficient with PC and MS Office Suite
• Knowledge of MTU comparable diesel products, and their applications
• SAP systems

Rolls-Royce is a Military Friendly Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. You can learn more here.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential. You can learn more about our global Inclusion strategy here.

Benefits

The Business Unit Power Systems of Rolls-Royce provides world-class power solutions and complete life-cycle support under our product and solution brand mtu. Through digitalization and electrification, we strive to develop drive and power generation solutions that are even cleaner and smarter and thus provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility.
 

We deliver and service comprehensive, powerful and reliable systems, based on both gas and diesel engines, as well as electrified hybrid systems. These clean and technologically-advanced solutions serve our customers in the marine and infrastructure sectors worldwide.