Essential Functions:

• Use internal training manuals, databases and external resources to provide advanced solutions to camera, radar, blind spot and 360 view calibration troubleshooting
• Research, diagnose and troubleshoot automotive diagnostic tool software and hardware problems to resolve system issues
• Conduct outbound customer calls to make customers aware of upcoming renewal options and monitor the service level they have been receiving for continuous improvement
• Troubleshoot network issues and use remote desktop connections to provide immediate support
• Assist customers with installation and updates of software applications and programs
• Serves as backup trainer for external customers and internal personnel, including Opti-Aim support representatives, on how to use and troubleshoot the Opti-Aim calibration tool effectively and successfully
• Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of customer training
• Conduct specific training needs assessments to support improvement of design, development and delivery of corporate training programs and strategies
• Resolve internal and external calibration and work instruction questions via phone, email, mail, or social media
• Walk customers through calibration process using a series of actions until the issue is resolved
• Maintain call log to take ownership of customer issues and see problems through to resolution
• Ability to prioritize and manage several open tickets at one time
• Assist with level one and level two support calls
• Must be a leader that sets the standard and expectations through example in his/her conduct, work ethic, integrity and character
• Create and maintain a positive and professional learning environment
• Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
• Other duties as assigned

Scope/Dimensions:

• Provides technical support and education on diagnostic tools to external automotive glass replacement customers across the US.
• Collaborates with other members of internal calibration team and network to provide excellent support.

Top 3 Competencies Needed for Success in the Role:

• Passion for Excellence – Takes personal responsibility and ownership for achieving results and objectives.
• Engages and Inspires Others – Works collaboratively and builds trust to develop enduring working relationships with others.
• Customer Focused – Actively seeks to understand internal and external customer needs and ensures customer solutions, practices and procedures are designed to assure customer satisfaction.

Qualifications Required:

• Bachelor’s degree in Information Technology, Business, Marketing or a related field. Without degree, a minimum of three years sales or technical experience.

Qualifications Desired:

• Experience with automotive scan tools or diagnostics
• Willing to relocate in 1-2 years’ time
• Fluency in Spanish or French

Other Requirements:

• Good understanding of computer systems, mobile devices and other tech products
• Demonstrated proficiency with Microsoft Word, Excel and e-mail; Internet.
• Developed customer relations and communication skills (verbal and written).
• Proficient in the English language (verbal and written).
• Ability to travel 10%

We offer an excellent compensation and benefits package, which includes 401k, medical, dental, vision, life insurance, company paid holidays, paid vacations, and education assistance

NSG Group/Pilkington is an equal opportunity employer; M/F/D/V encouraged to apply. Qualified candidates will receive consideration without regard to age, race, color, religion, gender, sexual orientation, disability, or national origin. Applicants have the option to confidentially self-identify or not self-identify when applying.