Auto req ID: 4401BR
Title: Dealer Operations Support Associate
Job Function: Underwriting / Funding
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Job Summary:
Position Summary
Responsible for Tier 1 Technical Support of the HDFS systems (Menu Link, Deallink, eSignature, and H-D Visa) provided to the Harley-Davidson dealer network. As primary “first contact” technical support, this position is the first hand-off for all “emergency/immediate” support issues and Dealer User Account Administration. Documents and escalates issues to Dealer Operations Support Specialist for resolution. This position also provides spot training for users as appropriate.
Primary Responsibilities
- Technical Support
o Support inbound dealer questions and trouble shoot process/system related issues as they arise.
o Provide thorough documentation of all incoming support calls.
o Participate in project execution of new/existing dealer facing systems including testing and support, ensuring that projects are delivered on time.
o Respond to user requests for assistance.
o Responsible for following the Dealer Operation Support escalation process.
o Maintain up-to-date knowledge of all H-D dealer facing systems.
o Assist in the management, development and reinforcement of content and tools to increase exposure, brand recognition and market share.
- Responsible for protecting employees, customers and corporate information. Follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- Maintains a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.
Education Required:
- H.S. Diploma required.
Experience Required:
- Experience in PC troubleshooting helpful but not required.
- Experience in a help desk environment supporting end users helpful, but not required.
Direct Reports: No
Travel: Required 10-25%
Title: Dealer Operations Support Associate
Job Function: Underwriting / Funding
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Job Summary:
Position Summary
Responsible for Tier 1 Technical Support of the HDFS systems (Menu Link, Deallink, eSignature, and H-D Visa) provided to the Harley-Davidson dealer network. As primary “first contact” technical support, this position is the first hand-off for all “emergency/immediate” support issues and Dealer User Account Administration. Documents and escalates issues to Dealer Operations Support Specialist for resolution. This position also provides spot training for users as appropriate.
Primary Responsibilities
- Technical Support
o Support inbound dealer questions and trouble shoot process/system related issues as they arise.
o Provide thorough documentation of all incoming support calls.
o Participate in project execution of new/existing dealer facing systems including testing and support, ensuring that projects are delivered on time.
o Respond to user requests for assistance.
o Responsible for following the Dealer Operation Support escalation process.
o Maintain up-to-date knowledge of all H-D dealer facing systems.
o Assist in the management, development and reinforcement of content and tools to increase exposure, brand recognition and market share.
- Responsible for protecting employees, customers and corporate information. Follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- Maintains a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.
Education Required:
- H.S. Diploma required.
Experience Required:
- Experience in PC troubleshooting helpful but not required.
- Experience in a help desk environment supporting end users helpful, but not required.
Direct Reports: No
Travel: Required 10-25%