RBA Global Vehicles Technical Service Coordinator

Rosenbauer America; Wyoming (MN); On-site; USD 65,000 - 100,000; Full time

Job summary

Rosenbauer America is seeking a Global Vehicles Technical Service Coordinator to manage CRM Help Desk cases and warranty claims for Rosenbauer global vehicles. You will provide remote diagnostics, coordinate on-site service when required, and document all actions for traceability.

Ideal candidates have 2+ years of mechanical repair experience, knowledge of firetruck systems, and strong communication skills to support internal teams and customers.

Qualifications

• Associate degree in Service Technician/Automotive fields preferred.
• 2+ years of mechanical repair experience required.
• Experience with firetruck construction and operation preferred.
• Experience with electrical components preferred.
• Experience with hydraulics preferred.

Responsibilities

• Serve as primary point of contact for Global Vehicle CRM Help Desk cases and warranty claims.
• Provide remote technical support and diagnose issues for Rosenbauer global vehicles.
• Coordinate on-site service with Field Service when needed.
• Document case details and resolutions in Rosenbauer systems.
• Collaborate with Engineering, Warranty, and Quality teams to improve products.
• Support field technicians with background, history, and details.
• Review warranty claims for accuracy and coverage.
• Coordinate with Warranty team for claim processing.
• Track on-site service progress and close cases.
• Follow safety policies and maintain high customer satisfaction.

Skills

CRM case management

Technical writing

Presentation skills

Communication

Multitasking

Diagnostics

Education

Associate degree in related field

Tools

MS Office

Job description

POSITION SUMMAR

At Rosenbauer we pride ourselves on providing top‑of‑the‑line fire apparatus, created with state‑of‑the‑art technology for more than 150 years because when lives are at stake anything less is unacceptable. As the world’s largest manufacturer of fire equipment, we make sure our vehicles, production teams, and service personnel are ready to do what is necessary to keep communities safe.

Global Vehicles Technical Service Coordinator Overview

The Global Vehicles Technical Service Coordinator is responsible for managing all CRM Help Desk cases and warranty claims related to Rosenbauer global vehicles. This role serves as the primary technical liaison for global vehicle (Panther, RTX, and others) related support issues, providing remote technical assistance, coordinating on‑site service when required, and ensuring issues are accurately documented and resolved. The Global Vehicles technical service coordinator works closely with the Technical Support Manager, Field Service Supervisor, Engineering, and Service teams to maintain high customer satisfaction and efficient issue resolution.

ESSENTIAL FUNCTIO

All employees are required to support Rosenbauer’s Mission, Vision, and Values. The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the business needs of Rosenbauer.

1) Technical Support & Case Management

• Act as the primary point of contact for all Global Vehicle related CRM Help Desk cases and warranty claims.
• Review, triage, and manage incoming Global Vehicle support cases to ensure timely and accurate resolution.
• Provide remote technical support to customers, dealer technicians, and internal teams related to Global Vehicle operation, diagnostics, and service procedures.
• Serve as a key technical support liaison with Rosenbauer International, including Customer Service, Engineering, or other colleagues as necessary—to ensure timely escalation, technical guidance, and follow‑through for field technician support.
• Provide factory technical support and troubleshooting for Rosenbauer Global Vehicles during production at Rosenbauer America, partnering with production, quality, service and engineering to diagnose issues, clarify build intent, and support timely resolution.
• Interpret technical information, build specifications, service manuals, and drawings to assist in troubleshooting.
• Document case details, resolutions, and actions taken within Rosenbauer systems.

2) Warranty & Documentation Support

• Review Global Vehicle warranty claims for accuracy, completeness, and coverage eligibility.
• Coordinate with Warranty team to ensure proper processing of approved claims.
• Ensure proper documentation and traceability for all Global Vehicle related support activities.

3) Field Service Coordination

• Assess the need for on‑site technical support based on case complexity and customer impact.
• Coordinate field service visits by working closely with the Field Service Supervisor and Service Team.
• Provide technical background, case history, and support details to assigned Field Service Technicians.
• Track progress of on‑site service activities and close cases upon resolution.

4) Cross‑Functional Collaboration

• Collaborate with Service, Engineering, Warranty, and Quality to elevate complex technical issues and support product improvements.
• Communicate effectively with internal teams to ensure consistent and accurate technical guidance
• Support continuous improvement efforts by identifying recurring issues or trends related to Global Vehicle performance.

5) Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA’s): The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of

the job.

Knowledge, Education, and/or Experience

• Associate degree in Service Technician, Automotive Technology, Automotive Technician, Emergency Vehicle Technician, or a similar field preferred.
• 2+ years of experience performing mechanical repairs required.
• Experience and understanding of all facets of firetruck construction and operation preferred.
• Experience working on electrical components of machines or vehicles preferred.
• Experience working with hydraulics preferred.

Skills

Language

• Able to find, read, and interpret relevant business periodicals, professional journals, technical procedures, or governmental regulations
• Able to write reports and business correspondence in a professional manner.
• Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Able to follow written and verbal directions and communicate new information that could affect project trajectories.

Math

• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Computer

• Able to perform intermediate PC functions in Microsoft Office Suite.

Abilities

• Able to deal with problems involving a variety of variables in non‑standard situations.
• Able to read and interpret build books and specifications
• Strong attention to detail.
• Able to work professionally with customers/dealerships and internal customers to accomplish common goals.
• Able to prioritize work and to multitask while adhering to deadlines.
• Able to work with minimal supervision in a team environment.
• Able to understand and follow all safety policies to promote a safe working environment for all.

Equal Opportunity Employer/individuals with disabilities/protected veterans. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information please review the Know Your Rights notice from the Department of Labor.

All offers of employment are contingent upon the successful completion of a pre‑employment drug screening.