Technical Customer Service Representative I

Additional Locations:  
Requisition ID: 23973 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.   E-ONE is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV’s 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.  

 SCOPE: Respond to customer parts research requests quickly and accurately to facilitate parts sales. Communicate effectively with customers, dealers, and vendors via email and telephone. Research BOMs and other technical sources for part number identification. A strong focus on meeting parts sales and customer service goals is required.

 

ESSENTIAL FUNCTIONS:

•             Utilize automotive mechanical knowledge to identify the location of parts in fire apparatus.

•             Identify parts needed for repair and service of fire apparatus using schematics, bill of materials, pictures, photographs, diagrams, and information from various computer and hard-copy sources.

•             Conduct research to facilitate the sale of parts by working with manufacturers, suppliers, engineers and technical support teams.

•             Create part numbers for customers to order parts.

•             Collaborate with customer service and purchasing team to identify replacements for obsolete parts.

•             Create documents using Word, Excel, PowerPoint, and Adobe to detail research findings for future use.

•             Organize and maintain files for parts research findings for specific fire apparatus and specific parts.

•             Recommend and sell aftermarket parts according to established goals.

•             Provide sales promotion, pricing, and technical information/literature to dealers and customers.

•             Keep operating managers informed of customer and parts sales trends.

•             Administer company policies and procedures for functional responsibility and related activities.

•             Communicate internally and externally using professional, clear, and concise language via telephone, email, and face-to-face conversations.

•             Other duties and responsibilities as required.

 

OTHER DUTIES MAY INCLUDE, BUT ARE NOT LIMITED TO:

Perform or assist with any operations, as required or directed, to maintain workflow or respond to production requirements.

 

TOOLS AND EQUIPMENT USED: 

1.           SAFETY: Follow E-ONE General Health & Safety Rules, ensure safe operating conditions within the area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in the department. Use proper lifting techniques and an overhead hoist when needed. Maintain a clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.

2.           QUALITY: Responsible for the quality of work. This requires defect-free work and an understanding of the requirements of the company’s quality system as it pertains to job duties and