REP 1, TECHNICAL SUPPORT

Bendix Commercial Vehicle Systems LLC; Ciudad Acuña; Presencial; MXN 701.754 - 1.228.070; Jornada completa

Descripción de la vacante

Bendix Commercial Vehicle Systems LLC is seeking a skilled technical support specialist to assist customers in the heavy-duty truck industry. The role focuses on cross-referencing part numbers, troubleshooting, and delivering clear, step-by-step guidance that customers can follow.

You will handle 30+ calls per day on average, use Bendix resources, and collaborate with the Customer Solutions Team to ensure timely resolution, including after-hours support as needed for 24/7 coverage.

Formación

• Basic knowledge of heavy‑duty air brake systems.
• Familiarity with reading product literature.
• Experience in a call center or technical support is preferred.
• Experience in automotive environment is a plus.
• Experience as customer service representative is a plus.

Responsabilidades

• Answer calls, emails, and chats with technical product questions.
• Cross-reference part numbers and troubleshoot applications.
• Create, maintain, and close support tickets.
• Navigate Bendix resources to resolve customer needs.
• Guide customers through Bendix.com.
• Liaise with the Customer Solutions Team to close issues.
• Work holidays and outside normal hours for 24/7 coverage.

Conocimientos

Customer relationship

Communication skills

Active listening

Influence and persuade

Initiative and urgency

Analytical skills

Team collaboration

MS Office

English fluency

Educación

Technical school certificate or technical associate degree

Herramientas

Call ticketing system

Descripción del empleo

Want to help shape tomorrow? At Bendix, we set the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety. We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity.

Bendix Commercial Vehicle Systems LLC is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Position Summary

This position will provide technical support, via a call center to customers of the heavy‑duty truck industry. The technical support includes but is not limited to product part number cross‑referencing and technical troubleshooting. This individual must be able to work in an environment where the interactions can range from an individual truck down situation up to a major Original Equipment (OE) customer calling for support.

Essential Functions

• Answering phone calls, emails and chats from customers having problems and needing answers for technical product questions, part number cross‑referencing, product applications and general troubleshooting.
• Finding solutions for customers and recommending new products if needed. This includes explaining how to repair technical issues in a way that the customer can understand with step‑by‑step instructions.
• Call levels will range in the area of 30 plus per day on average. Responsible for creating, maintaining, and closing call tickets throughout the support process.
• Responsible to understand the resources such as product literature, data sheets, CVS‑PLM, and B2Bendix.Com to address the customer's needs.
• Able to navigate the customer through Bendix.com.
• Liaison between customer and Customer Solutions Team to ensure closure on customer needs.
• Must be able to work holidays and outside the normal work timeframe in order to service the customer in a 24/7 operations.

Knowledge (Level 1)

• Must have a basic understanding of the operations of air brake systems for commercial vehicles.
• Knowledge of a call ticketing system a plus.
• Proficient understanding of how to read and interpret product literature.

Knowledge (Level 2)

• Knowledgeable on all Bendix pneumatic products, functionality, features and the application of such products.
• Knowledge of a call ticketing system a must.
• Advanced understanding of how to read and interpret product literature.

Knowledge (Level 3)

• Knowledgeable on all Bendix products, safety systems, including functionality features and the application of such products.
• Knowledge of a call ticketing system a must.
• Expert understanding of how to read and interpret product literature.

Experience (Level 1)

• 0‑3 years technical support experience.

Experience (Level 2)

• 3+ years technical support representative experience.
• Experience in an automotive environment a plus.
• Experience as a customer service representative a plus.

Experience (Level 3)

• 7+ years technical support representative experience.
• Experience in an automotive environment a plus.
• Experience as a customer service representative a plus.

Skills

• Ability to establish a professional, credible, and trusting relationship with the customer. Takes pride in ensuring positive overall customer experience.
• Strong interpersonal, written, and oral communication skills.
• Active listener who strives for resolutions and drives actions and tasks to completion.
• Must demonstrate ability to influence and persuade to inspire action for both the customer and internal organizational team.
• Initiative‑taker who is action oriented, highly motivated, and possesses a strong sense of urgency. Capable of performing in a customer‑focused, team‑based matrix organization is essential.
• Possesses analytical skills and is capable of utilizing the appropriate tools (i.e., excel, system reports, etc.).
• Ability to understand and navigate governance, administration, and culture in the internal and external environment, while demonstrating commitment to the organization and its customers.
• Ability to work through constraints which could be out of your control. Must manage stress quickly while remaining calm with a strong ability to control emotions and behaviors.
• An individual who is able collaborate and puts team success before individual contributions; but can work independently and get the job done with direction or minimal direction.
• Microsoft Office applications, Word, PowerPoint, Excel, and analysis skills.
• Fluent in English; bilingual a plus.

Education

• Technical school certificate or technical associate degree.

Position Requirements

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.