Lead Service Technician

1 week ago

Sacramento, California, United States Oshkosh Full time

About McNeilus, an Oshkosh Company

McNeilus Truck and Manufacturing Inc. stands at the forefront of innovation, dedicated to supporting everyday heroes through the design and production of refuse truck bodies. We offer a comprehensive range of high-performance refuse bodies, including rear load, front load, and automated side load options, tailored to enhance any refuse collection fleet. Our dedicated team members play a vital role in our mission to assist waste warriors and ensure communities remain safe and clean.

POSITION OVERVIEW

The Senior Service Technician - Customer Support is responsible for delivering exceptional support to both internal and external clients through various communication channels, including phone, email, and in-person interactions. This role involves troubleshooting and providing expert guidance on the repair and overhaul of refuse equipment in the field.

While this position primarily operates remotely, it necessitates regular travel across the western United States.

KEY RESPONSIBILITIES

The following duties are not exhaustive and additional responsibilities may be assigned:

  • Diagnose the underlying causes of technical issues related to various refuse equipment and determine the necessary corrective actions.
  • Foster and maintain professional relationships with customers and collaborate with other departments to ensure customer satisfaction.
  • Provide mentorship and guidance to fellow service technicians as required.
  • Disseminate all service-related documentation, including service field bulletins, information notices, and product updates, to McNeilus customers and team members.
  • Create and sustain a knowledge database that serves as a self-help and self-diagnostic resource for customers seeking future support.
  • Lead training initiatives, coordinating and scheduling team training sessions as necessary.
  • Analyze data from various systems to guide and support other customer service technicians in their repair efforts.
  • Participate as a service representative in New Product Development (NPD) teams and in the review of engineering change notices.
  • Engage in ongoing training efforts, both internally and externally, to enhance proficiency across various products.

REQUIRED QUALIFICATIONS

  • High School Diploma or equivalent, with a minimum of five (5) years of relevant experience in the field or a related area.
  • Capability to obtain a passport.

PREFERRED QUALIFICATIONS

  • Associate's degree in a relevant field or related area.
  • Seven (7) or more years of experience in a similar role.
  • Background in contact center operations or hands-on equipment repair.
  • Experience in troubleshooting manufacturing equipment.
  • Strong problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Highly detail-oriented.

Oshkosh is dedicated to providing reasonable accommodations to job applicants with disabilities. If you require assistance or accommodations due to a disability during any part of the recruitment process, please reach out to our reception desk.

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer, committed to providing equal opportunities to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding these categories will not impact employment application decisions.

Certain positions within Oshkosh Corporation may require access to controlled goods and technologies subject to regulations. Applicants for these roles may need to be classified as "U.S. Persons" as defined by law.

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