Industrial Service Quality Specialist
3 days ago
As an Industrial Service Quality Specialist at Isuzu North America Corporation (INAC), you will play a critical role in ensuring the highest standards of technical service processes across our dealership network. Your primary focus will be to evaluate and improve dealer technical repair processes, guaranteeing that Isuzu standards and customer satisfaction are consistently met.
Main Responsibilities
1. Evaluation and Improvement
Assume responsibility for resolving escalated technical assistance cases by remotely contacting dealer personnel to address vehicle repair concerns. Perform on-site inspections and repairs when necessary to resolve issues not resolved virtually. Assist technicians in locating the cause and correcting the condition.
2. Technical Process Evaluation
Evaluate dealer technical repair processes to ensure adherence to Isuzu's technical standards and customer satisfaction requirements. Observe, measure, and report the entire repair process, including accurate repair order write-up, dispatch to qualified technicians, quick diagnosis, customer communication, parts ordering, quality and efficient repair, workmanship control, and delivery.
3. Training and Support
Attend in-person legal and fire inspections, provide technical guidance to the legal team and fire investigation team as needed, and create reports for inspections upon request. Additionally, assist the Training department, Fleet department, and TAC inbound call center as required.
Requirements and Qualifications
• Associate degree in automotive technology or mechanical engineering, or equivalent directly related work experience.
Minimum three years' experience in engineering/technical roles within the automotive field.
Key Skills and Abilities
• Strong knowledge of diesel/IC engine and powertrain systems.
Application engineering expertise.
Understanding of government standards for emissions, safety, etc.
Working Conditions and Travel Requirements
The position requires occasional travel (30-60%), including overnight stays, and involves exposure to various environmental conditions such as heat, cold, grease, exhaust fumes, noise, and dirt.
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