Customer Service Technical Support

This job is with Rolls-Royce, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Description

Title:

Customer Service Technical Support
Pioneer the next generation of innovation. Join us and you'll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance.

Key Accountabilities:

Coordinates communication within the Customer Care Center team and 1st level service partners on field issues and report to a centralized data capturing system.
Direct the communication and escalation of service-related issues from 1st level to 3rd level Global service teams in FN, coordinating information, conducting update meetings and delivering feedback resolution to 1st level partners.
Provide proactive technical assistance for electronic systems, tools, and related software and hardware to internal customers, OEMs, distributors, dealers and end users
Preserve assigned area of tickets in a centralized service tool to capture critical data from event and issues in the field.
Monitor and maintain the distributor database for incoming calls to After Sales
Maintains proficiency in area of product specialization in order to provide the most current direction on troubleshooting and issue resolution
Progresses calls to appropriate service provider and follows up to ensure that the customer receives timely support.
Coordinate and maintain product information documents with technical data and procedural changes.
Consult with engineering personnel to implement operating procedures, assist in the release of updated service manuals, resolve system malfunctions, and provide technical information, based on data from field investigations
Resolves technical service concerns and complaints in a timely manner
Keep management advised of major technical service concerns and follows up until resolved
Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
Perform special projects as required
Basic Requirements:
Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
Bachelor's Degree in Business or Engineering and 3 years of customer service experience with an automotive or mechanical equipment environment; or 7 years of customer service experience in an automotive or mechanical equipment environment
A minimum of 3 years of customer service, design, test, or applications engineering experience with internal combustion engines or power generation equipment.
Ability and willingness to travel (domestic and international)

Preferred Qualifications:

Strong ability to be a self-starter and works extended periods without supervision under multiple priorities
Strong communication skills and ability to influence others
Good organizational, planning and follow-up skills
Good oral, written and presentation communication skills
Good interpersonal skills and the ability to work effectively with others
Good negotiation skills and resilience to influence others

Good analytical and creative problem-solving skills when issues are complex
Proficient with PC and MS Office Suite
Knowledge of MTU comparable diesel products, and their applications
SAP systems
Knowledge of MTU America policies and procedures
Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.
At Rolls-Royce, we are committed to creating a workplace where all employees feel respected, supported, and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you, giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

Job Category
Service Operations
Job Posting Date         03 Feb 2026; 00:02
Pay Range         $64,061 - $104,099-Annually

Location:

Mankato, MN
Benefits
Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match;
Employee Assistance Program;
Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, employment type, and the applicability of collective bargaining agreements.
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