Sr. Customer Support Specialist - Engineering

About Pierce, an Oshkosh company

At Pierce Manufacturing, we build trucks that protect people and communities around the world. To our team, there is no room for anything less than providing the absolute best. Since 1913, building truck bodies on Model T Ford chassis in an old converted church has evolved to creating highly customized, carefully designed and engineering pumpers, aerials, tankers and rescue units that have no equal. Today, you'll find more than 30,000 Pierce apparatuses on the road that are making a difference in people's lives, every day. To us, every step in the process of building our trucks is personal. From innovation and expertise, to the customization and service. Our trucks are designed to perform under the toughest conditions.

The ideal candidate will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the construction or manufacturing industry. This role involves not only resolving customer inquiries and issues but also leading and mentoring junior team members, conducting advanced technical research, and driving continuous improvement initiatives to enhance overall customer satisfaction.

YOUR IMPACT:

• Ability to build relationships with Dealer service leaders
• Focuses on post-sale support, refurbishment, and accident repairs.
• Internal collaboration and technical execution.
• Ability to read, interpret, and leverage engineering prints
• Execute drawing updates, supplier interface, BOM, etc.
• Possess comprehensive knowledge of fire apparatus, components, including obsolescence management, to accurately address customer inquiries and identify suitable replacements.
• Assume ownership over Aftermarket related issues through various departments to achieve resolution and overall customer satisfaction through problem-solving actions.
• Provide “best in class” service to our diverse customer base as well as an immediate, consistent, and accurate response to customer inquiries
• Track notices related to customer service including field bulletins and safety campaigns
• Support sales goals and assist in the communication, development and maintenance and troubleshooting of parts and programs.
• Participate in continuous training (I&E) opportunities to develop skills to better understand our products and technology to excel at providing customer support and to maintain proficiency on products
• Work with a continuous improvement mindset. Engage in assigned departmental projects, both ongoing and upcoming. Provide progress updates as requested.
• Engage in training programs to enhance understanding of Pierce Manufacturing’s products and current technologies. Explore personal development opportunities to improve customer support skills. Stay informed about available products in the field to better serve customers.

MINIMUM QUALIFICATIONS:

• Bachelor's degree and 4+ years of experience OR High School diploma (or GED) and 10+ years of experience

STANDOUT QUALIFICATIONS:

• Strong organizational skills with exceptional follow through and attention to detail.
• Strong ability to assist customers with a focus on enhancing their experience.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Proficiency in reading and applying engineering drawings and documents.
• Proficiency in reading and interpreting engineering hydraulic and electrical schematics.
• Previous experience in the automotive or heavy-duty equipment industry.
• Previous experience in a customer service-related field.
• Proficiency in Microsoft Office applications.
• Written and verbal communication skills.

Pay Range:

$56,600.00 - $88,400.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at corporatetalentacquisition@oshkoshcorp.com.