Remote Programming Specialist

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.
Our technology sets the standard – our people make the difference all day every day.
Mission/Purpose of the Job
The person in this role works as a programming specialist in the remote diagnostics group. This individual manages remote software and parameter update duties. They will also support the telematics and Uptime Support teams as needed.
Key Responsibilities/Accountabilities
  • Manage remote vehicle software and parameter updates
  • Interact with customer and/or driver during the remote update process to ensure proper steps are performed and documented
  • Identify any issues during the remote update and take proper actions to resolve or mitigate the issue
  • Actively analyse remote diagnostic cases and support as needed
  • Provide technical information to the EMS coordinators that helps determine the best course of action in a breakdown situation. This also includes encouraging the agents to ask the proper questions that may lead to the most efficient way to tackle the problem
  • Actively participate in the constant development of the team including its working procedures and its work environment
  • Develop and maintain relationships with appropriate individuals or groups to ensure success in daily activities
  • Work with the other Uptime Center team members to ensure proper communication and case hand-over
  • Provide feedback /recommendations about the remote update process to team lead and Supervisor in order to streamline the process, so best in class service can be delivered to customers
  • Work closely with On-Boarding representatives to ensure proper customer contact information is being utilized
Critical Competencies
  • This function requires excellent computer skills (Microsoft Office, Outlook, & Windows environments)
  • Accuracy and timeliness in the performance of duties
  • Able to manage, prioritize time, and be able to function in a high volume environment
  • Must have class 8 hands on mechanical experience or knowledge
  • Problem Solving
  • Must be a team player
  • Analytical Thinking
  • Must have people and leadership skills
Essential Educational and/or Training Qualifications and Certificates
  • Associate’s Degree, Bachelor’s Degree or 2-4 years of hands-on mechanical experiences within the automotive, class 8, construction, bus, or boating industries preferred
  • Customer service experiences a plus
Preferred Experience and Knowledge
  • Military mechanical experience, vocational school training/degree, ASE Mechanical certificate or equivalent, and/or relevant work experience
  • ASE Technical certifications are highly recommended
Other Requirements
  • Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment
  • Innovative problem solving, research, motivational, teambuilding and analytical skills
  • Strong understanding of Vehicle parameters and system dependencies

About Us

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Mack is part of the Volvo Group, one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran
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Application Process

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Interview

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Selection

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Introduction

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Testimonials

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