ZF Group

Req ID 80520 | Auburn Hills, United States ZF CV Systems North America LLC

Job Description

About the Team: The Auburn Hills based Customer Care Center team supports a wide range of WABCO, TRW Steering and ZF Commercial vehicle products. The Technical Service Manager is responsible for supporting call center personnel, repair facilities, end users and internal personnel with their product questions, requests for technical information, and their need for troubleshooting direction. A high level of technical problem-solving capability and in-depth product knowledge are critical to the role and key to obtaining customer adoption of our products and commitment to the ZF brand. Effective and efficient solutions to field issues is a basic expectation of commercial vehicle users and is fundamental to the support of sales and KPI targets.

What you can look forward to as a Technical Service Manager:

• Support ZF business objectives by ensuring technical product/operation assistance, aftermarket product sales, and warranty adjudication are administered in accordance with company guidelines.
• Provide superior technical product/operation support to call center personnel, workshop customers, and end users through the combined resources of WABCO/ZF’s field sales, field service, service partner, quality group, and other WABCO/ZF personnel.
• Maintain accurate and efficient failure mode troubleshooting guidelines for use by call center personnel. Ensure call center case/claim documentation includes all required information for proper reporting and payment.
• Provide feedback to management on emerging issues and trends. Initiate issue response with the WABCO/ZF quality and field service groups.
• Foster a positive team environment which is flexible, communicative, and empathetic.
• Perform call center product and procedure training for new hires and conduct new product training for all agents.
• Support maintenance and modification of Salesforce and Vonage ticketing, phone, and warranty systems.

Your Profile as a Technical Service Manager:

• Minimum Associate Degree in Auto or Diesel Technology or another Technical related field, or a combination of education and experience. Bachelor’s Degree preferred
• Technical and/or service-related experience (>3 years)
• Knowledge of heavy- and medium-duty truck and trailer brake and suspension control systems, transmissions and axles systems, and steering systems. Good understanding of the national/fleet commercial vehicle market
• In-depth electrical and/or pneumatic product knowledge
• Proven technical knowledge for ZF, WABCO and TRW parts, systems, services and diagnostic tools
• Ability to describe/solve complex and cross-functional problems virtually
• Experience working to resolve customer product and warranty issues
• PC skills (Microsoft Office, Teams, & Outlook)

Why you should choose ZF in Auburn Hills, MI:

• Annual Incentive Plan
• Paid Vacation
• 401k Plan
• Health Care Benefits
• Paid Holidays
• A supportive collaborative team environment
• A strong diverse culture
• Supportive Employee Groups and community outreach activities

Be part of our ZF team as Technical Service Manager and apply now!

Contact

Kyle Nader

+1 734 855 2753

DIVERSITY COMMITMENT:

Diversity, Equity and Inclusion are more than just words for us. They are at the core of the ZF Way that propels our team members towards their utmost success. We strive to build and nurture a culture where inclusiveness is a natural reflex. We actively seek ways to remove barriers so that every member of ZF can rise to their full potential. We aim to embed this in our legacy through how we operate and build our products as we shape next generation mobility, safety, sustainability and social justice.

With four generations across 118 nationalities in 41 countries, ZF combines a unique variety of backgrounds, perspectives, and ideas. Together, we solve problems, drive innovation and shape next generation mobility.

Our company is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with us and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us. Requests for reasonable accommodation will be considered on a case-by-case basis. ZF is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Equal Employment Opportunity/Affirmative Action Employer M/F/Disability/Veteran