Technical Support Specialist

3 weeks ago

Ocala, United States E-ONE Full time

E-ONE manufactures custom and commercial fire trucks including pumpers and tankers, aerial ladders and platforms, rescues of all sizes, quick attack units, industrial trucks, and ARFF (aircraft rescue firefighting vehicles).

Established in 1974, E-ONE has grown to become an industry leader in just a few decades, and today employs more than 1,000 people who manufacture over 400 fire trucks per year. Innovation has been the company's driving force and continues to be the impetus behind its pursuit of innovative technologies. The result is state-of-the-art fire rescue vehicles recognized for superior firefighting and rescue capabilities.


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 on time, for E-ONE’s various product lines including, but not limited to, Chassis, Body, and Aerial.

ESSENTIAL FUNCTIONS:

• 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, roadside assistance

• Actively participate in the resolution of field service/warranty matters, including troubleshooting 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, etc.) 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 TSBs, as assigned

• Solve complex problems with minimal assistance

• Other tasks as assigned

MINIMUM REQUIREMENTS:

• Associate or Technical degree in a related field preferred

• Minimum 3 years’ experience in customer service, customer relations, and mechanical/ electrical troubleshooting

• Possess, or be willing to obtain: CDL, Class B, and ASE- Medium/ Heavy Truck certifications

• 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

• 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

• Mathematical ability is essential throughout the customer service and parts sales processes.

• Strong written and oral communication skills

• Practical computer experience is required. (MS Office suite)

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