Connected Support Specialist

Work Location: Calgary, AB.

Bosch Truck Group Inc. has an excellent opportunity to join our team as a Connected Support Specialist to assist fleet managers with dedicated customer support for our Geotab telematics and OnCommand Connection diagnostic solutions. Geotab is a leading software provider in telematics and fleet asset management and OnCommand Connection is a remote diagnostic system that is based on an open architecture system for fleets of all makes and models. These solutions provide fleet managers with real time data to better manage their fleet of vehicles and equipment.

The Connected Support Specialist will be the main contact for our fleet customers for technical or software support including the following:

• Provide end-user support to clients via email, support tickets and phone calls.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Escalating and liaising with other IT teams to resolve incidents and service requests.
• Walk the customer through the problem-solving process.
• Help configure, maintain, and troubleshoot databases based on customers' needs including reporting for assets, maintenance reminders, geofencing, user setup, routing, etc.
• Proactive communication, database maintenance, and follow-up with customers.
• Create and update documentation on products and services.
• Learn and implement new features introduced in Geotab and OCC.
• Identify and learn appropriate software applications used and supported by the organization
• Travelling between dealerships and to customer locations will be required.

Experience:

• In-depth, hands-on knowledge and experience with previous IT systems.
• Proven experience with troubleshooting and resolving software application problems.
• Proficient with Microsoft Office
• Ability to diagnose and resolve basic technical issues.
• Ability to research and identify solutions for existing and new problems.
• Basic understanding of vehicle components and Industrial Internet of Things (IIoT)
• Must have a valid driver's license - Class 3Q preferred
• Previous experience in a call center or customer service environment desired
• Experience with fault codes, telematics and/or vehicle electrical diagnostics is considered an asset
• Experience with Geotab or On Command Connection is considered an asset
• The ability to meet on-site to diagnose and install telematic devices is considered an asset.

Skills and Knowledge:

• Excellent verbal and written communication, presentation, and relationship management skills
• Highly self-motivated and directed
• Ability to absorb new ideas and concepts quickly
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation

Education:

• University, College, or non-university certificate or diploma from a program of 1 year+

Benefits:

• Competitive wage, based on skillset and experience
• Paid mileage
• Group Benefits
• RRSP Match