What are the responsibilities and job description for the Specialist Technical Support position at REV Group?
Requisition ID: 23606
The Customer Service Technician position is responsible for answering incoming calls from end users, service centers, dealers, and original equipment manufacturers (OEMs) and working with service centers to complete repairs by providing instruction, approving / negotiating labor time and rates, and ordering and shipping parts in a timely manner, for Spartan Fire’s various product lines including, but not limited to, Chassis, Body, and Aerial.
JOB RESPONSIBILITIES:
- Communicate with all customers (internal and external) with professionalism and courtesy
- Maintain composure in all situations
- Resolve service questions related to maintenance, operation, service center locations, warranty, road side assistance
- Actively participate in the resolution of field service / warranty matters, including trouble shooting with service centers / technicians
- Facilitate appropriate course of action for product repair
- Coordinate the timely resolution of problems affecting Original Equipment Manufacturers (OEMs), dealers, service centers, and end-users
- Arrange for remote service work or towing for a product that may disabled
- Collect, document, and follow-up with information/cases in the ERP system
- Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etcetera) and OEMs to resolve issues
- Authorize and analyze charges for work conducted by service centers
- Gather and analyze case information to recommend and establish warranty direction
- Provide feedback and case support to supplier charge-back contact
- Process warranty part orders and Return Material Authorizations (RMAs)
- Represent Spartan at vendor, supplier, OEM, factory, and/or trade show events, as requested
- Make monetary and procedural decisions, within company guidelines to assist customers and avoid escalations.
- Be aware of how your performance impacts Spartan’s financial bottom line and reputation
- Process campaigns, recalls and TSB’s, as assigned
- Solve complex problems with minimal assistance
- Other tasks as assigned
QUALIFICATIONS:
- Associates or Technical degree in related field preferred
- Minimum of three years’ experience in customer service, customer relations, and mechanical / electrical troubleshooting
-
Possess, or be willing to obtain:
- Commercial Driver’s License, Class B
- ASE – Medium/Heavy Duty Truck certifications
- Bilingual skills preferred
- Excellent attendance
- Commitment to providing excellent customer support
- Strong and consistent attention to detail
- Self-motivated with the ability to stay on task
- Versatile, flexible, and a willingness to work within constantly changing priorities
- Creative and innovative team player
- Intermediate computer skills are required
- Proficient in Microsoft Office Suite
- Capable of comprehensive listening (understanding the message(s) that is being communicated)
- Proven knowledge (or ability to quickly learn) of Spartan’s products and components - mechanical and electrical
- Sound judgment with the ability to make timely, and sometimes difficult, decisions
- Able to effectively prioritize and execute tasks in a high-pressure environment
- Strong:
- Communication skills, verbal and written
- Negotiation skills
- Organizational, problem-solving, and analytical skills
-
Willing to:
- Maintain a flexible and extended work schedule as needed to accomplish objectives
- Travel as needed
EDUCATION AND OTHER REQUIREMENTS: (Select education and/or other certifications that may be either required or preferred to perform the job)
Degree Type
Required/Preferred
Area of Study
Associates or Technical Degree
Preferred
Business or Technical related
HS Diploma or GED
Required
Certificates / Certifications
Required/Preferred
CDL
Preferred
ASE – Medium/Heavy Duty Truck
Preferred
Functional Experience
3 - 5 Years
Describe Experience Required:
Experience in customer service, customer relations and
Mechanical/electrical
Management Experience
N/A
Approximate Number of Reports
Additional Requirements: N/A
WORK ENVIRONMENT:
Operate a vehicle:
Occasionally
See:
Frequently
Operate heavy equipment:
Never
Hear:
Frequently
Operate small equipment:
Occasionally
Talk
Frequently
Handle power tools:
Never
Write:
Frequently
Operate production machinery:
Never
Isolated with minimal support:
Occasionally
Operate office equipment:
Frequently
Work in all weather conditions:
Never
Eye/hand coordination:
Frequently
Requires extended hours:
Occasionally
Physical movement (pushing, pulling, bending, lifting, standing):
Occasionally
Inside work area:
Frequently
This job description is intended to outline those functions typically performed by individuals assigned to this classification. This description is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility. Spartan Fire reserves the right to change or assign to this position as required.
REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.
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