Technical Support Specialist - Fire Truck

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Requisition ID: 20506 Spartan Emergency Response (Spartan ER) is a leading designer, manufacturer and distributor of custom emergency response vehicles, cabs, and chassis. Driven by a commitment to quality and innovation, Spartan and its portfolio of brands Spartan Fire Apparatus and Chassis, Smeal Fire Apparatus, and Ladder Tower (LT) offer a broad range of apparatus to meet specific requirements and demands of the fire service industry. Spartan has a rich history in fire apparatus manufacturing with over 250 years of combined experience.   Spartan Emergency Response is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency, commercial, and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, school buses, terminal trucks, RV’s, luxury buses, 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.  

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 in a timely manner, for Spartan Fire’s various product lines including, but not limited to, Chassis, Body, and Aerial.

 

JOB RESPONSIBILITIES:

• 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, road side assistance
• Actively participate in the resolution of field service / warranty matters, including trouble shooting 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, etcetera) 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 TSB’s, as assigned
• Solve complex problems with minimal assistance
• Other tasks as assigned

 

 

QUALIFICATIONS:

• Associates or Technical degree in related field preferred
• Minimum of three years’ experience in customer service, customer relations, and mechanical / electrical troubleshooting
• Possess, or be willing to obtain:
  • Commercial Driver’s License, Class B
  • ASE – Medium/Heavy Duty Truck certifications
• Bilingual skills preferred
• 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
• Intermediate computer skills are required
• Proficient in Microsoft Office Suite
• 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:
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