Fire Truck Technical Support Specialist

3 weeks ago

Ocala, Florida, United States E-ONE Full time
Job Title: Customer Service Technician

E-ONE, a leading manufacturer of custom and commercial fire trucks, is seeking a highly skilled Customer Service Technician to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, resolving technical issues, and ensuring timely resolution of problems affecting our products.

Key Responsibilities:
  • Communicate with customers in a professional and courteous manner
  • Maintain composure in all situations and resolve service questions related to maintenance, operation, and warranty
  • Actively participate in the resolution of field service and warranty matters, including troubleshooting with service centers and technicians
  • Facilitate 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 be disabled
  • Collect, document, and follow up with information/cases in the ERP system
  • Communicate with other cross-functional teams 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 E-ONE 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
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 E-ONE'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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