TAC Technical Service Representative

Join The Team That's Powering Progress

Building cities. Driving commerce. Saving lives. For over 100 years, Allison Transmission has powered the vehicles and technology that move our world forward. What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we're driving progress everywhere because we employ top talent worldwide. Learn more about this role and how you can begin driving your career forward!

Benefits: The below list features some of the benefits currently available. Eligibility may be subject to the terms and conditions of governing documents and available benefits may be subject to change at the company's discretion.

• Choice of medical plans with prescription coverage
• Employer HSA contribution
• Dental & Vision Insurance
• Paid Parental Leave
• Short & Long-Term Disability
• Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
• 401K with generous Company match & contribution
• Accrued Paid Time Off
• 12 Paid Holidays
• 8 hours paid volunteer time per year
• Robust employee wellness program
• Tuition assistance program & Dependent scholarship program
• On-site blood drives
• Voluntary employee groups open to all who wish to participate, including: Global Women's Network, Emerging Professionals ERG, Multicultural ERG, Veterans ERG, Toastmasters Club, and more.

Job Description

As part of Allison's Technical Assistance Center (TAC), the Technical Service Representative (TSR) assists professionally trained, and Allison certified technicians in the field with technical inquiries and diagnostic assistance. The TSR is also responsible for assisting the Allison end-user by answering basic operational questions and guiding them to the authorized Allison repair locations if they need service. The TSR works with a cross-functional team comprised of members from Service Engineering, the Customer Support Team, and the Warranty Department. The candidate must be able to accept ownership for effectively documenting customer issues, complaints, and inquiries, while keeping customer satisfaction at the core of every decision.

Key Responsibilities

• Receive calls from Allison Transmission distributor and dealer representatives regarding transmission concerns
• Manage technical case files by working with certified technicians on diagnosis and problem solving
• Advise distributor representatives of recommendations made
• Perform follow ups on existing cases and close cases as appropriate
• Identifying customers' needs and complaints, clarify information, research every issue, and provide solutions
• Collaborate with other Allison Departments as necessary
• File and maintain all records and documentation in accordance with corporate retention policies.
• Receive calls from End-Users when requested to fill in for Customer Service Representatives and assist in providing them general information
• Other duties as assigned

Qualifications / Requirements

• High school diploma or equivalent preferred
• Specialized training and experience in the diagnosis/troubleshooting of major components (engines, transmissions, differentials), OEM training courses and ASE Certification.
• Vocational or Technical Certification in vehicle repair preferred
• 1-3 years of practical experience with vehicle maintenance
• Strong phone and verbal communication along with active listening
• Mechanically inclined and possess a strong understanding of vehicle maintenance and repair
• Analytical thinking/Problem solving
• Previous customer service experience
• Demonstrates excellent written communication
• Good understanding of Microsoft Office

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status. If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at [ati+ask4max@service-now.com](mailto:ati+ask4max@service-now.com). Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.