North America RCSR Canada Region

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!

Job Title:

Pay Grade:

Job Description:

Primary Purpose of Role:

The Customer Support Representative is responsible for ensuring a positive Allison Transmission ownership experience.  This is accomplished by ensuring timely technical resolution with fleet customers, OEM’s, and channel partners. The Customer Support Rep will work with and assist the RCSM to maintain and develop an effective two-tier distribution network within the designated area of responsibility.  The Customer Support Representative will also promote the sales of existing product and OEM releases through a collaborative effort with Regional Sales team members.

Key Responsibilities:

• Provide technical support to Allison Channel Partners and regional fleets, focused on supporting vehicle uptime
• Timely escalation and reporting of emerging product issues to regional leadership and Allison global headquarters
• Utilize the Performance Rewards Program (PRP) within the region to drive improved customer satisfaction
• Ensure a consistent customer experience within the region through Channel Partner training and audits
• Work with RCSM to identify and assess distributor and or dealer locations and capabilities ensure channel coverage is aligned with Allison Customer Support and growth initiative plans
• Support timely and accurate issue resolution and plan pro-active customer engagement to support technical meetings and drive transmission sales, as well as aftermarket parts growth

Key Performance Measures:

• Improving trends in the regional Customer Satisfaction Index, demonstrating a positive customer experience
• Achievement of regional sales and Growth Initiative goals
• Measurable improvement in regional PRP scores

Competencies and Behaviors:

• Represents the Company’s best interest and operates at the highest standards in everything We Do.
• Drive a positive internal and external customer experience.
• Acts in line with values during the good and bad times, demonstrating integrity to others
• Is widely trusted by others to deliver what they commit to in a timely manner.
• Is transparent in their interactions and intentions.
• Can influence others, diffuse tensions and build constructive, compassionate relationships.
• Learns and adapts quickly when facing new problems.
• Is seen as a team player and cooperates with others within and outside own functional area and puts personal interests aside to achieve goals.
• Participates in matrix teams to achieve work outcomes.
• Practices and rewards the right values and sets a good example to the team
• Can solve problems and be candid with customers/internal stakeholders.
• Can be decisive and act when the total picture is not clear
• Models teamwork, relates well to all kinds of people and is an approachable rapport builder

Qualifications:

• Bachelor’s degree (preferred Engineering - Mechanical, Mechatronics, Electrical) or a technical field (such as automotive); minimum a Technical Diploma in Automotive or Mechanical Engineering.
• Able to travel frequently, sometimes on short notice
• Proficiency in English language (written and verbal)
• Proficiency in local language and technical terminology (automotive engineering)

Experience:

• 5+ years’ professional experience
• Strong technical knowledge, analytical skills, and hands-on experience with heavy-duty vehicles, automatic transmissions, or similar heavy-duty components/systems preferred
• Strong organizations skills and disciplined work ethic
• Good people and team-building skills
• Knowledge of failure mode analysis and problem-solving techniques
• Ability to make decisions independently, with appropriate level of guidance

Scope Factors

• Eastern 2/3 of Canada and Northeastern US

Up to 75% travel required.

Primary Location:

Additional Locations:

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 [email protected].

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.