Senior Technical Support - Engineer

Senior Technical Support - Engineer

Department : After Market Technology (BP49350)

Aftermarket Technology provides UD Trucks, with the best possible solutions supporting their aftermarket business. Thanks to our deep technical, business and customer knowledge, we deliver solutions and services for the salesmen, the mechanics and parts personnel at dealerships and other service points such as Spare Parts Assortment, Parts Information, Diagnostics and Repair Information, Service Planning and supporting systems solutions and tools. In Aftermarket Technology we aim at securing that UD Group Truck vehicles can be easily maintained to secure uptime. Aftermarket Technology teams are working close to engineering functions as well as to end customers and are located in Ageo and Bangalore.

Job Summary:

As Technical Support Engineer you will responsible for supporting dealers and customers in the uptime of trucks by being the entry gateway to backend support organizations for questions relative to Parts, diagnostic, service literature minor updates and technical support on vehicles. Understand and identify type of support needed in the Service Request system (Argus) raised by dealers and manage consolidating response to a conclusive response .

Main Role And Responsibilities:

• Technical support for the sales network
• Shall support the technical support process with handling and solving cases.
• Achieving the set targets for handling cases. This includes Quality, case handling time, escalations, and handled cases.
• Conduct quality audits on others to ensure quality levels are maintained.
• Actively take part in developing of Technical Support processes and ways of working
• Drive FO (Front office) Meetings
• Drive BO (Back office) Meetings
• Willing to work in a flexible shift system
• Understanding of Complete Vehicle Functions
• Contribution to the development of supported systems and applications by creating bug reports and change requests, as needed
• Represent the Aftermarket in the Quality Journal / Product Quality management team.
• All Quality Product modification requests (QPMR) & Quality Journal Meetings (Kick Off, Updates, Conclusion)
• Present the Quality Journal & Quality Product modification requests (QPMR) in Aftermarket Reference group (AMRG) meetings. (Aftermarket (AMT) Feasibility, Readiness, and Approval)
• Collaborate with engineering, quality, and service teams.
• Drive Aftermarket deliverables for Quality Journal & Quality product modification requests (QPMR).
  
  

Personal Traits, Tools And Language Competence For The Position:

Personality Traits

• Customer orientated
• Open minded/ good communicator
• Positive attitude, highly motivated and strong communication skills
• Having clear frame of mind to understand the importance of work he or she is doing and various stakeholder linked to that.
• Learning on the fly and drive for results
• Pro-active and improvement tasks
• Ability to understand and set priority in different situations
  
  

Automotive, Automotive Products And Function Knowledge:

• Knowledge on Commercial Vehicles
• Knowledge and Understand of the GDP (Global Automotive Development Process)
• Precise, structured with the ability to visualize vehicle fitted components
• Understanding all aspect of aftermarket business, Spare Part, Service & Diagnostics deliverables
  
  

Tools:

Proficiency in understanding the workflow of the following tools or similar tools/applications. The necessity of the data/information they need or generate.

• Kola (PLM), EDB, etc. (Engineering Data Base)
• Impact, Dealer Portal, etc. (Dealer Front Information System)
• Argus (Issue Management Tool)
• Tech tool, SW Configurator, Baldo, etc. (Diagnostics Ecosystem)
• SID, Grips, Glopps, LISA, etc. (Technical Authoring
  
  

Experience: 8 to 10 years of relevant experience in Automotive

Language Proficiency: Proficient in English, both written and spoken, Knowing Japanese will be added advantage

Educational Qualification: BE in Mechanical/Automobile Engineering

Others:

This position will be located in Bangalore, and you will be a part of a small and highly specialized team. If you want to learn more about the final product and our end customers, this is really the position for you. You will get a great opportunity to learn about all functions within Aftermarket Technology department and to create an extensive network within UD Trucks India

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We Are An 8,000+ Strong Team Of Colleagues With 40 Nationalities Who Bring Diversity And Passion In Delivering Our Products And Services. We Trust Each Other, Work Collaboratively, And Embrace Change. At UD Trucks, Our Purpose Is Better Life – To Make Life Better For People And The Planet. We Have Developed a Culture That Promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We Are An 8,000+ Strong Team Of Colleagues With 40 Nationalities Who Bring Diversity And Passion In Delivering Our Products And Services. We Trust Each Other, Work Collaboratively And Embrace Change. At UD Trucks, Our Purpose Is Better Life – To Make Life Better For People And The Planet. We Have Developed a Culture That Promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.