Technical Customer Support Specialist

Do you take initiative to manage your own workflow and improve the way things get done—without waiting for someone to tell you how? Are you naturally tuned in to customers, building strong relationships through consistent, helpful communication? When a quote needs to go out fast or a service issue hits, do you jump in immediately with real-time solutions and clear updates? Is your work known for being accurate, consistent, and fully documented—whether it’s a quote, a ticket, or a customer follow-up? Can you use logic to make smart decisions around pricing, quoting, and responding to feedback, without second-guessing? And when the usual playbook doesn’t cut it, can you get creative to smooth out the process or deliver a better customer experience?

If this sounds like you, then we need to talk…

Frazer, a leading builder of emergency medical vehicles, is currently seeking a Technical Customer Support Specialist to join our team. The Technical Customer Support Specialist at Frazer reports to the Vice President of Service, and is responsible for responding to and resolving customer technical inquiries and issues via e-mail, phone, or chat. Assists customers with installation and issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken.

What Does a Week in the Life of the Technical Customer Support Specialist Look Like?

1. Learns the processes in place to maintain and manages the external customer service process and develop ideas to improve those processes.
2. Identifies and recommends policy and process changes aimed at improving effectiveness and efficiency in production, based on insights gained from service issues with current products.
3. Builds strong external relationships to ensure open communication between customers and Frazer.
4. Responds to customer inquiries by phone, email, or in person, providing technical specifications, pricing, quotes, and any additional information as needed.
5. Plans, prices, and accurately quotes service repair jobs based on customer requirements.
6. Actively participates in Work in Progress (WIP) by maintaining open communication with service centers and understanding the resources needed to complete the job effectively.
7. Represents customer interests while assisting engineering as needed with product features or defects, prior to or after customer drop off.
8. Follows up with customers after delivery/pickup from a service center to promote ongoing customer satisfaction. 

Required Education and Experience:

• High School Diploma or GED equivalent.
• 1-2 years of customer service with parts or auto industry service experience.
• Extraordinary customer service, communication, and organizational skills are essential to the successful execution of this position.
• Ability to use computer software programs such as Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.), Enterprise Resource Planning (ERP) systems, and shop floor control systems.
• Must be able to work as part of a team and independently. 
• Must be able to pass a post-offer drug screen. 

Preferred Education and Experience:

• 3-5 years of customer service with auto parts or auto industry experience.
• 3-5 years of on the job experience using computer software programs such as Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.), Enterprise Resource Planning (ERP) systems, and shop floor control systems.
• A basic mechanical background or experience is highly preferred.
• Syteline experience preferred.

What's it like to be a part of the Frazer Family?

Frazer is a fast-paced company that is creating some of the most innovative vehicles in the world. You'll find a unique team of individuals who continue to push the boundaries of what is possible in the Healthcare and EMS space. A diverse team, a great culture, and a positive work environment are just some of the things that make working at Frazer so rewarding.

What Kind of Employees Thrive at Frazer?

Frazer is a company with a diverse group of employees from all over the world. Frazer welcomes employees with all types of backgrounds, cultural and socio-economic backgrounds. If you are hard working, honest and drug-free, you will love working at Frazer.

Safety & Drug Policy

Employee health and safety is a priority here at Frazer. We're committed to providing a safe, secure and productive environment for our Frazer family.

To help with this, we perform thorough background checks during the hiring process for all candidates. Convictions will not disqualify you from employment at Frazer, but failure to tell us about it up front will.  Also, Frazer has a zero tolerance drug use policy and you must pass a pre-employment drug screen. If you can’t pass it, we’re not the place for you.

A True Culture

Frazer is a company that relies on its core values and the drive of its people. With a focus on longevity and employee success, Frazer welcomes its employees to push the envelope and drive improvement across all aspects of the company. At Frazer, you can unleash your potential!

Employee Driven Benefits

At Frazer, we take pride in listening to what our employees want in benefits. We've come up with a unique set of employee benefits and designed them around our culture.

• Weekly paycheck, so you can shop every Friday!
• Health Care Insurance
• Dental Benefit options
• 401k plan with a company match!
• Disability Insurance
• Paid Time Off that begins accruing your first day of employment
• Eight paid company holidays and ability to take time off during company shut down from Christmas to New Year’s Day!
• Self-serve micromarket on site for lunch and snack choices
• Flexible Work Schedules
• Professional development and skills training 
• Free Life Skills Training such as financial wellness classes

How Performance is Evaluated

Communication and collaboration are key at Frazer and we encourage an environment filled with positive feedback and constructive criticism, to unleash your potential for real professional growth! We use things like self-evaluations, group reviews, and quarterly check-ins to help define a clear path to success. You will also have an opportunity to give feedback to peers to help them to grow in their roles as well.

Skills (to Pay the Bills)

Here's a list of a few competencies that the Technical Customer Support Specialist at Frazer should have…

1. Apply active listening skills to understand customer needs and map them to Frazer solutions while minimizing the need to engineer specialized features.
2. Ability to explain the benefits and drawbacks of repair options and features to help customers determine the right solution for their needs.
3. Overcome customer objections and address questions with easy to understand language regarding repair options.
4. Calmly address customer concerns while proactively managing customer repairs, from quote through to the delivery process, and follow up with support.
5. Ability to discern when to escalate a situation to the manager or the next level. 
6. Demonstrate a high degree of accuracy and productivity with computer software to include documents, spreadsheets, month-end closeout, and other business programs.
7. Research and determine the correct historical items needed for the application through various tools supplied by the company. 
8. Priority setting for the repairs that are currently in WIP and to be able to plan, schedule, and forecast upcoming repairs.
9. Communicate needs and expectations in a manner that gets positive buy-in from the customer and vendor internally and externally.
10. Ability to work with offsite and 3rd party service centers by managing what resources are needed to meet the customer’s needs.

Software Knowledge

Also, here are a few software packages that the Job Title would eventually need to be versed in. Don’t worry . . . we expect some on-the-job training.

• Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.)
• UKG (HRIS)
• Syteline

Oh, and $alary

Of course, we didn't forget salary… Frazer offers competitive pay and this role will start with a salary between $55,000 - $75,000 annually depending on education, certifications, and experience.

Work Schedule 

The Technical Customer Support Specialist will work Monday - Friday 7:00 AM - 3:30 PM. Late afternoon/evening/weekend hours may be required as needed. Work schedules may change to accommodate production needs.

Application Process

If this sounds like a great opportunity to you, visit our website to complete the following steps:

1. Online application
2. Resume and optional cover letter
3. Culture Index Survey - as part of our process, please take this short survey (5-12 minutes to complete) on a computer, tablet, or laptop NOT a smart phone. It does not always function properly on smart phones and is difficult to see. Also, please take the survey in your native/first language (there are multiple choices besides English in the drop down menu if needed). 

Culture Index Survey Link 

Thanks again for your interest in Frazer. Should your skills and qualifications meet those of the position, we will contact you further. Please check your email for further application status updates. 

We look forward to hearing from you!

Salary : $55,000 - $75,000