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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