Customer Service Technician - Fire Truck

REV Group, Inc.; Ocala (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Technician to join their team. In this dynamic role, you will be the frontline support for customers, service centers, and OEMs, ensuring timely and effective resolution of inquiries and issues. You will leverage your mechanical and electrical troubleshooting skills to facilitate repairs and maintain high standards of customer satisfaction. This position offers a unique opportunity to work in a supportive environment that values innovation and teamwork, making a difference in the lives of those who rely on top-tier emergency vehicles. If you are passionate about customer service and thrive in a fast-paced setting, this could be the perfect fit for you.

Qualifications

• 3+ years of customer service experience with mechanical/electrical troubleshooting.
• Willingness to obtain CDL, Class B, and ASE certifications.

Responsibilities

• Answer incoming calls and assist customers with service inquiries.
• Coordinate timely resolution of problems affecting OEMs and service centers.
• Document and follow up on cases in the ERP system.

Skills

Customer Service

Mechanical Troubleshooting

Electrical Troubleshooting

Communication Skills

Negotiation Skills

Problem-Solving Skills

Attention to Detail

Mathematical Ability

Education

Associate or Technical Degree

Tools

MS Office Suite

Job description

Additional Locations:
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 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.

Customer Service Technician

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:

1. Communicate with all customers (internal and external) with professionalism and courtesy
2. Maintain composure in all situations
3. Resolve service questions related to maintenance, operation, service center locations, warranty, roadside assistance
4. Actively participate in the resolution of field service/warranty matters, including troubleshooting with service centers/technicians
5. Facilitate appropriate course of action for product repair
6. Coordinate the timely resolution of problems affecting Original Equipment Manufacturers (OEMs), dealers, service centers, and end-users
7. Arrange for remote service work or towing for a product that may be disabled
8. Collect, document, and follow up with information/cases in the ERP system
9. Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etc.) and OEMs to resolve issues
10. Authorize and analyze charges for work conducted by service centers
11. Gather and analyze case information to recommend and establish warranty direction
12. Provide feedback and case support to supplier charge-back contact
13. Process warranty part orders and Return Material Authorizations (RMAs)
14. Represent Spartan at vendor, supplier, OEM, factory, and/or trade show events, as requested
15. Make monetary and procedural decisions, within company guidelines to assist customers and avoid escalations.

MINIMUM REQUIREMENTS:

1. Associate or Technical degree in a related field preferred
2. Minimum 3 years' experience in customer service, customer relations, and mechanical/electrical troubleshooting
3. Possess, or be willing to obtain: CDL, Class B, and ASE- Medium/ Heavy Truck certifications
4. Excellent attendance
5. Commitment to providing excellent customer support
6. Strong and consistent attention to detail
7. Self-motivated with the ability to stay on task
8. Versatile, flexible, and a willingness to work within constantly changing priorities
9. Creative and innovative team player
10. Capable of comprehensive listening (understanding the message(s) that is being communicated)
11. Proven knowledge (or ability to quickly learn) of Spartan's products and components - mechanical and electrical
12. Sound judgment with the ability to make timely, and sometimes difficult, decisions
13. Able to effectively prioritize and execute tasks in a high-pressure environment
14. Strong: Communication skills, verbal and written, Negotiation skills, Organizational, problem-solving, and analytical skills
15. Willing to: Maintain a flexible and extended work schedule as needed to accomplish objectives
16. Travel as needed
17. Mathematical ability is essential throughout the customer service and parts sales processes.
18. Strong written and oral communication skills
19. 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. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.