Specialist Technical Support Representative

Additional Locations:
Requisition ID: 21278
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.

E-ONE is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group's extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV's and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.

Fire Truck Technical Support Representative

Perform functions that include effective communication and support to dealers and customers, takes an active role in the delivery of the vehicle to the customer, and provide training to customers in the recommended operation and maintenance of the vehicle's components and systems. Perform in-house training for dealers, customers and factory personnel.

ESSENTIAL FUNCTIONS:
• Assist in resolving service and parts problems, project and maintain a professional image
• Disseminate technical information and act as a liaison for dealers and customers
• Frequent travel may be required to various areas
• Interact with dealers, customers, and vendors in consultation on installation or application problems and to qualify processes or component products.
• Carry out policies and programs and assisting with tasks such as delivery of new vehicles, aftermarket parts sales, resolving unusual problems, service and maintenance and other matters needing the Service Department's participation.
• Administer company policies and procedures for functional responsibility and related activities
• Work directly with the Service Department to coordinate delivery to customer
• Review shop order for completeness of components and accessories
• Troubleshoot and initiate any corrective measures, document any shortages and follow up
• Provide necessary training to customer personnel and establish relationships to encourage brand loyalty
• Arrange for periodic vehicle inspections
• May assist Service Department in resolving any difficult field repairs
• May assist in development of training resources, including manuals, videos, etc. from parts suppliers; hands-on materials such as mockups of systems or cut-aways of parts used on vehicles.
• May work with others in preparation and review of technical documentation materials produced by the Technical Publications Department.
• Provide continuous follow-up to problem areas identified
• Initiates and prepares engineering changes
• Prepares and distributes training aids such as instructional materials, handouts, evaluation forms, and visual aids
• Administers and evaluates training program qualification tests and determines eligibility of prospective attendees
• Assists with designing and administering training and development surveys to determine effectiveness of training programs.
• Contacts attendees and department representatives about training programs
• Prepares and distributes training aids such as instructional materials, handouts, evaluation forms, and visual aids
• Provides input for identifying present and future training needs by assisting with coordinating and conducting needs analysis.
• Writes material for new training programs; reviews, evaluates, and modifies existing and proposed programs and recommends appropriate changes.
• Contacts attendees and department representatives about training programs

OTHER DUTIES MAY INCLUDE, BUT ARE NOT LIMITED TO:

Perform or assist with any operations, as required or directed, to maintain work flow or respond to production requirements.

POSITION EXPECTATIONS:

1. SAFETY: Follow E-ONE General Health & Safety Rules, ensure safe operating conditions within area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in department. Use proper lifting techniques and overhead hoist when needed. Maintain clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.

2. QUALITY: Responsible for the quality of work. This requires defect-free work and understanding of the requirements of the company's quality system as it pertains to job duties and responsibilities. Must be able to check work to ensure conformance to process control instructions, specifications, and quality standards. Identify and segregate non-conforming product. Identify the need for and assist in initiating and implementing corrective and preventive actions when appropriate. Follow the 3 Don'ts: 1) Don't accept poor quality; 2) Don't make poor quality; 3) Don't pass poor quality.

3. FLEXIBILITY: Able and willing to work in other areas as needed. Must be flexible in taking lunch and breaks when workflow requires. Willing to work additional hours as necessary.

4. INITIATIVE: Actively participate in continuous improvement of products and processes to better serve customers and improve the overall profitability of E-ONE. Actively seek out work in other areas when current assignment is complete. Make suggestions for improving product quality, processes, safety, and company profitability. Submit these implemented improvements utilizing our Minor Kaizen process.

5. TEAMWORK: Positive working attitude toward other employees; be a team player. Work with others constructively and abide by company policies and procedures. Working together as a team for continuous improvement is vital to ensure the future of E-ONE and its employees. Teamwork will be required to be effective in daily production assignments as well as special improvement projects.

6. Lean: To daily utilize your skills and experience to eliminate waste and continually improve your process. Additionally, develop your knowledge of Lean through supporting your area in maintaining the highest levels of 5S; utilizing visual management tools that highlight problems and solve those problems for true root cause; participate and support kaizen events; and participating in the Lean Certification and Minor Kaizen programs.

7. CAREER DEVELOPMENT: Attend and participate in a variety of meetings, training programs, and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specific level of knowledge pertaining to changes to equipment or process, new developments, requirements, procedures, and policies. Work towards obtaining your Bronze Lean Certification.

8. LEADERSHIP: Lead the team, provide innovative thought leadership on strategies to grow market share, increase profitability, and meet long-term business goals.

9. ACTION-ORIENTED: Enjoy working hard; is action-oriented and energetic; not fearful of acting with a minimum of planning; seize more opportunities than others.

10. CONFLICT MANAGEMENT: Step up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.

11. DEALING WITH AMBIGUITY: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

12. DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

MINIMUM REQUIREMENTS:
• High school diploma
• Must have a high mechanical aptitude, good teaching, oral and written communication skills
• Broad knowledge of multiple disciplines such as mechanics, plumbing, electrical, paint, body repair, and hydraulics
• Proficient computer skills and strong customer relations
• Two (2) years of college or trade school, specializing in mechanic, electrical, hydraulics, or engines or minimum of five (5) years experience in field service or on E-ONE fire apparatus.

PHYSICAL REQUIREMENTS:

1. Lift/Push/Pull- Exerting up to 40 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

2. Climbing- Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

3. Stooping- Bending body downward and forward by bending spine at the waist.

4. Kneeling- Bending legs at knee to come to a rest on knee or knees.

5. Crouching/Crawling/Reaching - Bending the body downward and forward by bending leg and spine. Moving about on hands and knees or hands and feet. Extending hand(s) and arm(s) in any direction.

6. Standing- Particularly for sustained periods of time.

7. Walking- Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

8. The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm's reach; performing mechanical tasks of a non-repetitive nature such as carpenters, technicians, service people, plumbers, painters, mechanics, etc. The worker is required to have visual acuity to operate motor vehicles or heavy equipment.

9. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.

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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