Ideal Candidate
Primary Purpose of the Position
Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure customer comes first and customer satisfaction is key.
Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and work progress until solution using internal and external parties as pre-defined in the process. Using of remote diagnostic tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.
Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database.
Ensure services meet the established standards of quality including reliability, usability and performance.
Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure customer comes first and customer satisfaction is key.
Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and work progress until solution using internal and external parties as pre-defined in the process. Using of remote diagnostic tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.
Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database.
Ensure services meet the established standards of quality including reliability, usability and performance.
Job Description
Principle Duties and Responsibilities
Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels.(first and second level support)
Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.
Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.
Follow-up with resolver groups to ensure resolution within service level agreements.
Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.
Experience
Strong working knowledge of IT tools and data analytics / mining
Understanding of ITIL working practices - preferably ITIL Foundations certified
Quality inspection, auditing and testing experience and knowledge of tools, concepts and methodologies of Quality Assurance
Knowledge & Skills
Excellent problem-solving skills and analytical capabilities
Accurate and structured
Strong communication & presentation skills
Willingness to develop knowledge and disseminate
Able to work in different database environments (SAP, EDW, Cloud…)
Ability to work autonomously and as part of a team
Language: Fluent in English. Any other language is an asset.
Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels.(first and second level support)
Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.
Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.
Follow-up with resolver groups to ensure resolution within service level agreements.
Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.
Experience
Strong working knowledge of IT tools and data analytics / mining
Understanding of ITIL working practices - preferably ITIL Foundations certified
Quality inspection, auditing and testing experience and knowledge of tools, concepts and methodologies of Quality Assurance
Knowledge & Skills
Excellent problem-solving skills and analytical capabilities
Accurate and structured
Strong communication & presentation skills
Willingness to develop knowledge and disseminate
Able to work in different database environments (SAP, EDW, Cloud…)
Ability to work autonomously and as part of a team
Language: Fluent in English. Any other language is an asset.
Company Description
Goodyear is one of the world’s largest tyre companies. It employs about 63,000 people and manufactures its products in 47 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.
