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The engine company. DEUTZ®

Help Desk Supervisor - Norcross, GA

Job Summary:

The Technical Support Help Desk Supervisor is responsible for the supervision and coordination of the Help Desk Team of Service Engineers.  The focus of this position will be strategic leadership of a technical support Service Team whose primary responsibility will be dealer technical and part support. Through this strategic leadership, connection to the technical support team and the product, the help desk supervisor will develop and provide leadership to meet the demands of the DEUTZ OEM and dealership network.

Essential Functions: 

  • Lead and develop the help desk team’s technical ability to support DEUTZ products.
  • Responsible for leadership of the help desk team, processes, and overall technical support quality.
  • Continuous improvement of Key Performance Indicators to measure the effectiveness of the help desk team.
  • Responsible for the continuous evaluation, education and effective professional development of the help desk to properly support DEUTZ dealership personnel.
  • Lead help desk team’s detailed and extensive analysis of technical related issues.
  • Supervising team responsible for quality and timely creation of technical publications (field actions/communications).
  • Assist in the development of new diagnostic tools, program, and procedures.
  • Active participation in the scheduling help desk activities.
  • Analysis of technical and functional issues with underlying goal of root cause determination.
  • Delivering an exceptional Dealer Support Experience        
  • Additional Functions-
    • Directly support and technical advisement of the Quality Assurance Department
    • Lead communication and presentation TSC
    • Lead and participate in internal training programs (Service Certifications)
  • Other duties as assigned

Qualifications:

Experience/Training/Education:

  • 4-year Technical degree or 5+ years of experience within engineering, quality or service engineering fields.
  • Minimum of 3 years of experience within Off-Road Equipment industry.
  • Relies on independent decision-making and problem solving to complete job tasks.
  • Exceptional Project Management Skills.
  • Expert level experience within technical service industry.
  • Proven record of meeting deadlines in a fast-paced environment.
  • Expert level experience with Diagnostic Tools and Processes
  • Comfortable and confident in presenting in front of large groups.
  • Excellent technical communication skills in both written and oral form.
  • Strategically-minded and well organized.
  • Ability to manage multiple projects simultaneously.
  • Proven leader with experience supervising a diverse technical team.

This job description in no way states or implies that these are the only duties to be performed in this position.  The employee will be required to follow other instructions and to perform other duties requested by the supervisor or manager.

This job description does not imply a written or oral contract.

Physical and Environmental Elements:

  • Office environment.  Occasional exposure to exhaust emissions and high sound levels.

This job description in no way states or implies that these are the only duties to be performed in this position. The employee will be required to follow other instructions and to perform other duties requested by the supervisor or manager.

This job description does not imply a written or oral contract.

To apply please visit our Career Center at: careers@deutzusa.com

DEUTZ Corporation
3883 Steve Reynolds Blvd.
Norcross, GA 30093
C/O HR and Administration Dept.
Fax: (770) 564-7276
Tel: (770) 564-7100
careers@deutzusa.com