Goodyear. More Driven.

1.  Primary Purpose of the Position (List key objectives)

Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure customer comes first and customer satisfaction is key.                                 

Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and workprogress until solution using internal and external parties as pre-defined in the process. Using of remote diagnostic tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.                                                                                      

Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database.                                                                                      

Ensure services meet the established standards of quality including reliability, usability and performance.    

2.  Principle Duties and Responsibilities                 

Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels.(first and second level support)                             

Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.                          

Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.                     

Follow-up with resolver groups to ensure resolution within service level agreements.                      

Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.   

3. Experience (describe the previous experiences required, including years  -  experiences can include types of work, types of environments or situations)                                                                                                                                                

3-5 years experience in customer support services including experience of systems, support, diagnostic and resolution                                                                                        

"Strong working knowledge of IT tools and data analytics / mining                                          

Understanding of ITIL working practices - preferably ITIL Foundations certified                                                                               

Quality inspection, auditing and testing experience and knowledge of tools, concepts and methodologies of Quality Assurance       

4.   Knowledge & Skills (describe  knowledge and  skills  required,  including  functional,  technical,  managerial, special training & certifications)                                                                                                                                         

Proactive and customer-focused                                                                                                                                                     

Excellent problem-solving skills and analytical capabilities                                                                                                                                                    

Accurate and structured                                                                                                                                                      

Strong communication & presentation skills                                                                                                                                               

Willingness to develop knowledge and disseminate                                                                                                                                                

Able to work in different database environments (SAP, EDW, Cloud…)                                                                                                                                            

Ability to work autonomously and as part of a team                                                                                                                                               

Language: Fluent in English. Any other language is an asset.         

Goodyear is one of the world’s largest tyre companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.