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DEUTZ is one of the world’s leading manufacturers of innovative drive systems. Its core competences are the development, production, distribution and servicing of diesel, gas and electric drivetrains for professional applications that is used in construction equipment, agricultural machinery, material handling equipment, stationary equipment, commercial vehicles, rail vehicles and other applications.
 

Job Summary

The primary function of the Service Solutions Engineer is processing technical tickets and calls from the DEUTZ ticket system and ensuring technical help desk requests are resolved in a timely and professional manner. This position will provide technical customer support based on technical knowledge to the service network, OEM and customer, provide administrative support to the technical customer support department and answer technical questions from OEM’s, dealers, and customers.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The   Solutions Service Engineer will be responsible for, but not limited to, the following duties:

• Answer technical tickets and calls from the DEUTZ ticket system
• Provide technical support to the DEUTZ service network, OEMs, and customers
• Troubleshoot failures and issues related to DEUTZ supplied systems
• Collaborate cross functional with regional service managers, service engineering and the quality departments
• Escalate issues and tickets to regional service manager and service engineering
• Contribute assistance to general product support related matters
• Prepare reports related to the technical help desk
• Create and maintain technical help desk related KPIs
• Increase your personal knowledge about our business, our products, our markets and how they benefit the OEM.  (Increasing your knowledge is an ongoing process).
• Other duties as required.

Travel Demands: Anticipated domestic and international travel is approximately 0% depending on business needs.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION/EXPERIENCE:

ADDITIONAL REQUIRED SKILLS:

• Excellent communication and customer service skills (i.e.-Professional level of phone and email communications)
• Self-starter and able to stay on task with minimal supervision to address customer concerns in a timely, accurate and professional manner.
• Proficient with diagnostic software platforms
• Able to communicate with team members effectively across multiple platforms (i.e.- Phone, Teams app, Email, text, etc.)

LANGUAGE ABILITY:

Read, analyze and interpret scientific and technical journals, financial reports and legal documents. Respond to inquiries or complaints from customers, agencies or members of the business community. Write speeches and articles for publication.

MATHEMATICAL ABILITY:

Work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY:

Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

WORK ENVIRONMENT: 

The work environment characteristics described here represent those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is in an office. The noise level in the work environment is usually quiet to moderate.

PHYSICAL DEMANDS: 

An employee must meet the physical demands described here to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any related duties, as assigned by their supervisor.