Technical Support Specialist, Service Department - Fontana, CA
Required skills
- diagnosing heavy duty trucks
- Daimler OEM
- multi-task
- detail and quality
- customer support skills
- computer & system knowledge
- Procede
- prioritize
- problem resolution
- minimize client downtime
Nice to have
- technical support interventions
- technician experience
Role summary
Velocity Vehicle Group (VVG) is seeking a Technical Support Specialist in Fontana, CA, to diagnose, troubleshoot, and resolve technical issues for heavy-duty truck customers. This role involves partnering with technicians, analyzing support trends, and designing interventions to improve technician experience. The ideal candidate will have a strong technical background with at least 5 years of experience diagnosing heavy-duty trucks, excellent communication and customer support skills, and proficiency with computer systems, preferably Procede. The position offers a competitive salary, full-time benefits, and opportunities for career advancement within a growing organization.
Who We Are:
Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck and semi-trailer dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership.
What’s in it for You:
VVG is a fast paced and growing organization that is looking for candidates that are ready for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture as well as competitive pay, 401K W/Match, Medical, Dental, & Vision benefits. Become a part of our team and immerse yourself in a company that fosters a Great Place to Work™ culture!
Essential Functions and Purpose:
Technical Support Specialist diagnoses, troubleshoots, and resolves technical customer issues, by partnering with technicians in technical support. The TSS analyzes trends, identifies gaps, and designs simple yet effective support interventions that improve technician experience.
Required Qualifications:
- Strong technical background with a minimum of 5 years diagnosing heavy duty trucks (preferably Daimler OEM)
- Strong verbal and written communication skills
- Ability to multi-task in a fast-paced environment, while maintaining an emphasis on detail and quality
- Strong customer support skills
- Strong computer & system knowledge, experience in procede preferred
- Industry-specific certification(s)
- Ability to prioritize and manage several milestones and projects efficiently
Principal Responsibilities:
- Respond to customer inquires and assist in troubleshooting and resolving technical challenges; determine most effective problem resolution to minimize client downtime
- Maintain and complete appropriate records for technical support resolution in VVG’s ticketing system
- Develop rapport with staff to understand their technical skills and tailor hands-on support accordingly
- Maintain ethical and professional behavior in dealing with users, department associates, and other department personnel
Compensation:
- Exempt: $80,000-$115,000 per year (depending on experience and qualifications)
- Full-time position
Physical Requirements:
- Must be able to pass post offer drug test, physical and background check
Benefits Velocity Vehicle Group Offers:
- Fantastic Culture
- 401k + match
- Health, Dental & Vision Insurance + HSA & FSA
- Employer paid Life Insurance
- Paid Vacation Days
- Sick Leave
- Excellent Training and Career Advancement Opportunities
- Company perks such as employee discounts, company events and training programs
Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
