Customer Support Employee

The Diagnostic Customer Support Engineer is third in line of user support of the diagnostic tool, VPD (Vehicle Programming and Diagnostics) within PACCAR and. You directly enable support for our DAVIE customer in workshop and factory to ensure serviceability throughout. Acquired knowledge is correctly registered, monitored and converted into requirements for improvement of the diagnostic tool. Herewith it is your task to set the right priority and provide all relevant information necessary to resolve the issue conclusively.

You are the proactive driving force between various PACCAR VPD customers, the Diagnostics team and their suppliers.

The main responsibilities:

1. Detect DAVIE user problems. Enable a workaround if possible and applicable. Address the problem for improvement of the diagnostic tool.
2. Ensure visibility and controllability on the status of customer support issues from a consistent way of working, were stakeholders are also continually informed.
3. Take ownership of problems within your area of expertise. Work together with toolset and/or content development teams to improve the diagnostic tool directly and in the future.
4. Define, control and verify all diagnostic and / or all service-related requirements.

As Diagnostic Customer Support Engineer you represent the interest of the customer, Diagnostic tool user, and responsible for progress monitoring and resolving problems which could involve multiple departments.

In this function you work closely with DAF helpdesk, PACCAR Information Technology, Manufacturing Engineers and DAVIE development teams.

Continuous improvement and the pursuit of efficiency in collaboration with colleagues is of great importance to achieve the team goals.

The Diagnostics department is part of the After Sales organization within Marketing & Sales , has up to 45-50 people and is responsible for the hardware and software development, production and maintenance of the DAVIE tool for DAF Trucks and PACCAR Engines workshops and - factories worldwide. The DAVIE-Tool is an off-board diagnostic tool and offers dealers, garage and workshop owners six main features:

• Quick Check
• Monitoring
• Vehicle Updates
• Customer Parameters
• Diagnostic test set
• Manufacturing Sequences

The objective of the department is to offer optimum support to the dealers, workshop and garage owners in the diagnosis, maintenance and repair process.

YER Technology offers you the possibility to become employed as Automotive Professional and to combine challenging assignments with an excellent career with perspective on a fixed contract at YER Technology or our client DAF Trucks. The following conditions are applicable:

• Attractive (fixed) salary commensurate with knowledge and experience;
• 25 holidays per year (excl. national bank holidays) and 8,33% holiday allowance;
• A contract for a definite or indefinite period at a financially robust organization;
• Travel expense reimbursement;
• Good pension scheme;
• Overtime will be compensated in payment of wages or time-for-time;
• Committed to a good balance between work and private life;
• An open culture and clear communication;
• A Service Desk ready to answer all your practical questions.

We are looking for a practical, hands-on analyst with problem solving skills and empathy towards the workshops who naturally take the lead.

• Technical bachelor working and thinking level
• You are driven, structured and stress resistant
• You have relevant experience, preferably in a (Truck) automotive related environment, but also with IT systems.
• Experience with customer contacts.
• Of course you have good communication skills in Dutch and English.