Technician as a Service

Position Summary

Noregon's Vehicle Electronic Specialist will support the company's customers' technical needs in diagnosing challenging electrical and mechanical issues via a phone support role. You will use your industry knowledge of diagnostic methods to give valuable feedback and input to technicians and industry professionals like yourself. You will be considered the company's front line and make sure that customer value is maintained to the standards set forth by the company.

Key Responsibilities

• Provide telephone support to end-users experiencing diesel electronic and mechanical issues.
• Troubleshoot, diagnose and resolve diesel electronic and mechanical issues remotely.
• Research end-user questions.
• Guide, with confidence and composure, end-users through corrective measures.
• Track and route support requests via computerized ticketing system; thoroughly document resolutions.
• Stay current with product upgrades, system information, and business updates.

Supervisory Responsibilities

• This position will have no supervisory responsibilities.

Education & Experience

• Associate's degree in Automotive Technology or related field (preferred).
• OEM Certification (preferred).
• Must have a minimum of 3 years' experience as a Diesel Technician with a major focus on diagnosing and repairing automotive, medium-duty, heavy-duty or commercial equipment in one or more of the following environments:
  • Fleet Service
  • Dealership
  • Independent Repair
• ASE certification preferred, with strong electronics skills.
• Must have a thorough understanding and use of at least one of the OEM engine diagnostic applications such as Insite, ServiceMaxx, PTT, or DDDL.
• Must have experience with additional diagnostic software applications such as Service Ranger, Allison DOC, Bendix ACOM, or Wabco Toolbox.

Additional Qualifications

• Must have a deep understanding of electronic vehicle systems and how they relate to one another.
• Must be able to utilize and interpret various sources of vehicle documentation in order to predict the impact to a vehicle for a given vehicle failure point.
• Must be comfortable with computers, wiring and have a general understanding of what it takes to create a technology-based product.
• Must have a broad knowledge of other non-engine vehicle components, such as transmissions, brakes and aftertreatment controllers.
• Excellent written and oral communication skills.
• Determination to deliver superior customer service.
• Ability to plan and organize day/week around multiple productive activities.
• Basic understanding of Windows operating system and software installation.
• Self-motivated with the ability to work with minimal supervision.
• Proficient in Microsoft Office (PowerPoint, Word and Excel) and Internet applications.
• Strong organizational skills to manage multiple timelines.
• Flexibility to adjust to changing requirements, schedules and priorities.
• Ability to grow professionally in a fluid and fast-moving environment.

Work Environment

• This job operates in a home-office environment and requires a dedicated workspace.
• Stable internet connection required.

Physical Requirements

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend and stoop as necessary.
• Ability to occasionally lift 20 pounds.

Travel Requirements

• Up to 5% travel.

This position description outlines the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.