TaaS - Service Operations Agent

                                                                                                                     Goodyear.More.Driven

Primary Purpose of the Position

TaaS Service Operations Agent (TSOA) role on a global level (for NA and EU) is responsible for key processes to setup GMC to prepare the efficient work of the Control Tower Team on a daily basis.  Key processes may include: TCU and sensors registration, quality checks, creating and sending reports.

The TSOA will ensure customer satisfaction by on time and qualitative registration of vehicles including follow up of registration backlog and quality assurance. Secure accurate documentation of daily activities and processes in platforms (GMC, EU DM).

He/she will have full ownership of registration, quality checks, customers creation, requesting information, triggering commands, executing troubleshooting, TCU decoding (as future activity), etc. 

This position will work closely together with the Technology Team and Control Tower team to deliver services on the highest level  He/she will also be a point of contact for junior colleagues in the team, prepare and deliver trainings to the new associates on the business processes and proactively identify and raise process concerns.

Primary Duties and Reponsabilities

Fleet Creation & Vehicle Management

Data entry for manual fleet creation, review & data entry for vehicle activations & de-activations

Create geo-fences for customer and service yards. Manual review and entries for vehicle group management - low pressures, low tread, missing sensors, HALO fitments.

Ticketing & Reporting

Secure accurate documentation of daily activities and processes in platforms (GMC, EU DM).

Review, update and analyze reports including vehicle status, TaaS Installation Master.

Update SalesForce

Support

Troubleshooting of faulty hardware

Troubleshooting for general GMC issues

Troubleshooting of missing and inconsistent data

Documentation and ticketing towards 3rd and 4th Level Support in Technology Team

Ensure that necessary documentation for 1st and 2nd Level Support are up to date and based on 3rd and 4th Level Support of Technology Team

To establish reporting and documentation for communicating update to supporting departments

Knowledge, Skills & Capabilities

• Strong knowledge of Commercial business & specific activities of the department
• Excellent verbal and written communication skills in English
• Ability to follow procedures and sequential processes.
• Critical thinking skills, analytical mindset, ability to drive process efficiency
• Team player and strong interpersonal skills
• Proven ability to work on own initiative
• Diligent – ensure deadlines are met and priorities are balanced accordingly 

Goodyear is one of the world's largest tire companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 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.