Medium/Heavy Truck Technician

Additional Locations:  
Requisition ID: 23509 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.  

The Heavy Equipment/Truck 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 on time, for E-ONE’s various product lines including, but not limited to, Chassis, Body, and Aerial.

 

ESSENTIAL FUNCTIONS:

• 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, roadside assistance
• Actively participate in the resolution of field service/warranty matters, including troubleshooting 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, etc.) 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 TSBs, as assigned
• Solve complex problems with minimal assistance
• Other tasks as assigned

 

MINIMUM 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 at