Customer Support Specialist

Job Title: Customer Support Specialist – Full Time- Salary Position

Company Overview: TESCO Specialty Vehicles is a leading player in the specialty vehicle industry, specializing in innovative and high-quality vehicles tailored to unique customer needs. We are seeking an experienced and customer-focused individual to join our team as a Customer Support Specialist. This role presents an exciting opportunity for an individual with a strong background in the automotive sector, exceptional customer service skills, and technical proficiency.

Position Overview: Reporting to the Director of TESCO Specialty Vehicles or their designee, the Customer Support Specialist will play a crucial role in providing Tier 1(Front Line) Customer Help Desk support, delivering on-site customer training sessions, and maintaining a high standard of customer satisfaction. This individual will work collaboratively with internal teams and external partners to optimize customer experiences, enhance customer support improvements, and contribute to the growth of our business.

Key Responsibilities:

• Tier 1 (Front Line) Customer Help Desk Support:
• Respond to customer help requests, aiming for first-pass resolution during initial interactions.
• Facilitate warranty coverage discussions in coordination with the Service Warranty Manager.
• Coordinate with subject matter experts to provide comprehensive solutions to customer inquiries.

• Customer Training and Support Tools:
• Develop training materials and tools that empower customers to resolve issues independently.
• Conduct on-site customer training sessions, ensuring effective knowledge transfer.
• Transition training sessions into a virtual format for broader accessibility.

• Data Monitoring and Analysis:
• Monitor customer engagement tool related to preventive maintenance.
• Collaborate with the Director of TESCO Specialty Vehicles to aggregate vehicle data and derive insights.
• Use data analysis to drive market learnings and improve vehicle quality and performance.

• Quality Assurance and Production Improvement:
• Perform quality assurance audits before vehicles leave the facility.
• Provide feedback on production quality and customer learnings to support continuous improvement efforts.

• Customer Engagement:
• Leverage technical knowledge of Microsoft products and other software support tools (Excel, PowerPoint, Word) for efficient communication.
• Demonstrate exceptional customer service qualities during interactions with customers.
• Engage in various modes of communication, including small customer training sessions.

• Adaptability in a Rapidly Changing Environment:
• Thrive in a rapidly evolving environment and execute effectively amidst change.
• Embrace the challenges of growth and proactively contribute to the achievement of company objectives.
• Demonstrate the ability to work with autonomy and make informed decisions in changing circumstances.

Industry Expertise:

• Leverage 5 to 10 years of experience in the automotive industry, preferably in roles such as service writer, service technician, or mechanic.
• Prior experience in the RV industry and mechanical inclination is a strong plus.

Qualifications:

• 5 to 10 years of experience in positions such as service writer, service technician, mechanic, electrician, or other mechanical repair roles.
• Minimum of 5 years of customer service experience, showcasing exceptional interpersonal skills.
• Technical proficiency with Microsoft products: Excel, PowerPoint, and Word.
• Comfortable with various communication modes, including small customer training sessions.
• Experience in the RV industry and mechanical aptitude is advantageous.
• Strong organizational skills with the ability to manage and prioritize tasks effectively.
• Excellent problem-solving skills and the ability to work collaboratively in a team environment.

We Offer:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that values innovation and teamwork.
• The chance to contribute to the success of an industry-leading company.

If you are a technically savvy individual with a passion for customer service and a background in the automotive industry, along with the ability to thrive in a rapidly changing environment, we encourage you to apply and join our dedicated team at TESCO Specialty Vehicles.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Oregon, OH 43616: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $70,000