Servall Product Consultant

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY: Respond to diverse customer needs through effective telephone and written correspondence focusing on Service to our Customers. Manages one or more national accounts by handling every phase of a lift repair or installation, while providing accurate and timely information to all parties involved. Work requires dispatching tickets, auditing, negotiating, order entry, and follow-ups during each process, while using technical product knowledge to provide assistance to RAI’s and/or audit the work being done by the RAI. This is accomplished by providing excellent customer service, developing product line expertise, and building strong relationship with the national account representatives and the RAI network. Individual must demonstrate a sense of urgency and helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish. This position is responsible for order entry, verbal and written communication with distributors, national accounts, sales representatives and internal personnel within the designated area of responsibility.

 

COMPANY OVERVIEW:  Dover’s Vehicle Service Group is the global leader in designing and manufacturing vehicle service, collision and automotive OEM equipment. It is one of the founding companies of Dover Corporation, an eight billion dollar diversified global manufacturer. VSG consists of fifteen leading vehicle lifting brands (Rotary, Forward, Blitz, Ravaglioli etc.), collision repair (Chief), wheel services, diagnostics (Butler, Rotary, Chief and Ravaglioli) and tier-one automotive brands (WARN Automotive) with operations worldwide, including regional business operation centers and large manufacturing facilities in the U.S., Europe and Asia.

 

RESPONSIBILITIES:

• Troubleshoot problems of technical, mechanical and applications nature to solve customer issues.
• Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.
• Respond to telephone calls, mailed and faxed requests, to effectively address customer needs and handle job related inquiries.
• Initiate outgoing calls as required following up on customer requests and clarifying customer expectations.
• Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
• Initiate credit requests as required.
• Initiate return goods, "RG's", research and expedite unauthorized returns, and follow through on final disposition.
• Analyze warranty claims, process invoices; maintain follow up files and communicate results to the operations.
• Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
• Handle any problems regarding payment of commission and commission changes.
• Respond to inbound telemarketing opportunities by discussing products and services offered and persuading the customer to buy.
• Perform inbound/outbound tele-qualifying of sales leads referring the leads to DBM.
• Support and or facilitate VSG training programs.
• Other duties as assigned.

Critical Short-Term Objectives

This individual will also support our ERP project to help in the success of the program. Responsibilities will include to coordinate business requirements, user acceptance testing and support during the production deployments. Individual will pay a key role in supporting integration between the manufacturing software and the ERP. A process champion for the customer service team and a change agent for the department. 

 

JOB SPECIFICATIONS:

• Education: High school graduate or equivalent. Knowledge of sales principles essential. College degree in Business, Communications, or Marketing preferred. Technical or vocational training of mechanical/technical nature desired.
• Experience: 2+ years work experience in mechanical/technical service areas and/or customer service. Working knowledge of personal computers required. Foreign language skills preferred.
• Supervision: Works under limited supervision. Predominantly handles matters on own initiative.
• Responsibility: Exercises high degree of judgment. Questionable matters referred to Supervisor, or Manager.

 

KEY DOVER COMPETENCIES: 

• Ethics & Work Standards: Maintain the highest ethical and work standards, while promoting