AUTOKINITON is a leading North American supplier of propulsion-agnostic, structural automotive components and assemblies. Our 100% vertical integration capabilities allow us to offer our customers end-to-end engineering, manufacturing, and in-house logistics. At AUTOKINITON, we are building a better foundation for every vehicle on the road.
AUTOKINITON is recognized by our customers as one of the top suppliers in our industry.
POSITION SUMMARY
Provides technical knowledge and experience to timely analyze, diagnose and resolve complex technology issues. Act as first and second-level responder by identifying technical root cause and resolving issues using best practice methodologies to drive a positive trend in service levels for our customers.
SUMMARY OF RESPONSIBILITIES
- Responsible for fielding incoming support requests to ensure courteous, timely, and effective resolution of customer issues and building rapport and eliciting problem details from customers at our Avon and Bellevue Ohio locations.
- Performs analysis, diagnosis, and resolution of complex technology issues, and recommends and implements corrective solutions and identifies continuous improvement opportunities.
- Available as an escalation point for advanced or difficult support requests
- Uses independent judgment to determine which issues need to be escalated to appropriately experienced technicians, management, vendors, or suppliers
- Responsible for recording, tracking, and documenting requests, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Provide on-site support for multiple locations
- Identify and learn appropriate software and hardware used and supported by the organization.
- Reinforce SLAs to manage customer expectations.
RELATIONSHIPS/CONTACTS
Reports to the Manager of IT, and interfaces as needed with all departments and associates of all levels.
LEADERSHIP/SUPERVISORY RESPONSIBILITIES
- Mentor and train IT support staff.
MINIMUM QUALIFICATIONS
- Bachelor’s Degree (information systems or computer science) or equivalent experience.
- Minimum of five years of professional experience in the IT field.
- High level of integrity required due to the sensitive nature of responsibilities.
- Strong understanding of the value of excellent customer service and service delivery.
- Excellent organizational, analytical, team building, and communication skills.
- Ability to work in a fast-paced environment.
- Proficient in Microsoft Windows and Office software.
- Understanding of ITIL
- Familiarity with manufacturing software applications, (Rockwell, Allen Bradley)
- Ability to read and write in English.
Required Skills
Required Experience