Customer Service Technician - Fire Truck

REV Group; Ocala (FL); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service Technician to join their team in Ocala, FL. This role is crucial in providing exceptional support for fire truck products, ensuring customer satisfaction through effective communication and problem resolution. You'll work closely with service centers and OEMs, managing repairs and providing technical guidance. If you have a passion for customer service and a background in mechanical or electrical troubleshooting, this is an exciting opportunity to be part of a leading manufacturer known for its innovative vehicles. Join a team that values your contributions and offers a dynamic work environment where you can grow and excel.

Qualifications

• 3+ years in customer service with mechanical/electrical troubleshooting experience.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Answer incoming calls and provide service support for fire truck products.
• Coordinate repairs and communicate with service centers and OEMs.

Skills

Customer Service

Mechanical Troubleshooting

Electrical Troubleshooting

Communication Skills

Attention to Detail

Problem Solving

Time Management

Education

Associate or Technical Degree

Tools

MS Office Suite

Job description

Customer Service Technician - Fire Truck

Date: Jan 24, 2025

Location: Ocala, FL, US, 34474

Company: REV Group, Inc.

Requisition ID: 23377

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, employing more than 1,000 people who manufacture over 400 fire trucks per year. Innovation has been the company's driving force behind its pursuit of innovative technologies, resulting in state-of-the-art fire rescue vehicles recognized for superior firefighting and rescue capabilities.

E-ONE is part of 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, RVs, and more. Our 6,500+ employees demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on.

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 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 OEMs, dealers, service centers, and end-users
• Arrange for remote service work or towing for a product that may be 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
• Commitment to providing excellent customer support
• Strong and consistent attention to detail
• Self-motivated with the ability to stay on task
• Versatile, flexible, and willing to work within constantly changing priorities
• Creative and innovative team player
• Capable of comprehensive listening
• 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, both verbal and written
• Willing to maintain a flexible and extended work schedule as needed
• Travel as needed
• Mathematical ability is essential throughout the customer service and parts sales processes
• Practical computer experience is required (MS Office suite)

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law.