Technical Support Specialist East

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands : Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY :

Respond to diverse customer needs through effective telephone and written correspondence focusing on Service to our Customers. Provide support to Supervisor, and execute necessary reporting responsibilities and perform related field reporting problem analysis. Individual must demonstrate a sense of urgency and helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish. This position is responsible for order entry, verbal and written communication with distributors, national accounts, sales representatives and internal personnel within the designated area of responsibility.

ESSENTIAL JOB FUNCTIONS INCLUDE :

• Troubleshoot problems of technical, mechanical and applications nature to solve customer issues.
• Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.
• Respond to telephone calls, mailed and faxed requests, to effectively address customer needs and handle job related inquiries.
• Initiate outgoing calls as required following up on customer requests and clarifying customer expectations.
• Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
• Initiate credit requests as required.
• Initiate return goods, "RG's", research and expedite unauthorized returns, and follow through on final disposition.
• Analyze warranty claims, process invoices; maintain follow up files and communicate results to the operations.
• Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
• Handle any problems regarding payment of commission and commission changes.
• Respond to inbound telemarketing opportunities by discussing products and services offered and persuading the customer to buy.
• Perform inbound / outbound tele-qualifying of sales leads referring the leads to DBM.
• Support and or facilitate VSG training programs.
• Ethics & Work Standards : Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Insure that all business activities - with both internal and external customers - be performed with a professional demeanor and that all participants be held accountable to this high standard.
• Communication : Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well organized reports. Listens to understand input, feedback and concerns. Provides complete information in an open, honest, and straight-forward manner. Responds promptly and positively to questions and requests.
• Teamwork / Relationships : Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Vehicle Service Group's business in the U.S. and abroad. Cooperates fully with others to achieve organizational goals.  Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.
• Continual Improvement and Problem Resolution : Identifies and communicates suggestions for work improvements. Uses technical / analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or create opportunities that will increase productivity and create value. Shares best practices with other employees across the business.
• Accountability : Accepts responsibility and accountability for both the strategic planning and the successful implementation of all projects / programs / duties as outlined in this job description. Advises supervisor of concerns, problems and progress of work in a timely manner. Demonstrates a sound balance between quality and quantity of work while maintaining a sense of urgency toward completion.  Deadlines are met.

MARGINAL JOB FUNCTIONS INCLUDE :

CONTACTS (Internal and External) : Heavy telephone, written, and / or personal contact with customers, National Accounts, Distributors, Representative and Company personnel, identifying products, field service warranty claims, obtaining credit information, securing payment and resolving disputed balances, etc. Regular telephone, personal, or computer contact with Engineering, Sales, Traffic, etc., providing or securing information, coordinating activities, etc.

JOB SPECIFICATIONS :

The above description represents a general synopsis of the principal functions of the job and should not be construed as a comprehensive listing of all requirements that may be inherent in the job.

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education / training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.