RBA Technical Service Representative

Rosenbauer America; Lyons Township (SD); On-site; USD 50,000 - 70,000; Full time

Job summary

Rosenbauer America is seeking a Technical Service Representative to manage ticket loads and respond to customer inquiries with high-quality support. The role involves traveling to different department buildings to coordinate with staff and ensure accurate, timely answers to customer and dealership questions.

Responsibilities include processing warranty claims, maintaining claims records, and following standard procedures to procure necessary parts for designated trucks, while delivering service

Qualifications

• High school diploma required.
• Associate degree in automotive or diesel mechanics preferred.
• EVT certification preferred.
• CDL certification preferred.
• Experience working with electrical systems on vehicles preferred.
• 1+ years of sales or customer service experience preferred.
• 1+ years in a similar role preferred.

Responsibilities

• Manages the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality.
• Processes warranty claims, including examining, preparing, recording, and reconciling all warranty claims on Rosenbauer products.
• Manages warranty claims for Rosenbauer products and ensures they are resolved efficiently and accurately.
• Maintains records of processed, filed, and completed claims.
• Travels to different department buildings and confers with employees in order to get customer inquiries answered.
• Consistently answers phone calls and emails from customers and dealerships within hours and provides quality customer service in accordance with company standards.
• Follow SOP for procuring the necessary warranty parts for designated trucks.
• Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

Skills

Customer service

Communication

Time management

Multitasking

Education

High school diploma

Associate degree in automotive/diesel

EVT certification

CDL certification

Tools

Microsoft Office Suite

MAS 500

Job description

ROSENBAUER STATEMENT 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.

ROSENBAUER STATEMENT 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.

Position Summary The Technical Service Representative will manage the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality. They will be required to travel to different department buildings and confer with employees to get customer inquiries answered. The Technical Service Representative will also consistently answer phone calls and emails from customers and dealerships within hours, providing quality customer service in accordance with company standards.

Essential Functions 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.

• Manages the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality.
• Processes warranty claims, including examining, preparing, recording, and reconciling all warranty claims on Rosenbauer products.
• Manages warranty claims for Rosenbauer products and ensures they are resolved efficiently and accurately.
• Maintains records of processed, filed, and completed claims.
• Travels to different department buildings and confers with employees in order to get customer inquiries answered.
• Consistently answers phone calls and emails from customers and dealerships within hours and provides quality customer service in accordance with company standards.
• Follow SOP for procuring the necessary warranty parts for designated trucks.
• Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

Qualifications 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.

K Knowledge, Education, And/or Experience

• High school diploma required.
• Associate degree in automotive or diesel mechanics preferred.
• EVT certification preferred.
• CDL certification preferred.
• Experience working with electrical systems on vehicles preferred.
• 1+ years of sales or customer service experience preferred.
• 1+ years of experience working in a similar role preferred.

S 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 and MAS 500.

A Abilities

• Able to deal with problems involving a variety of variables in non-standard situations.
• Strong attention to detail.
• Able to read and understand specs.
• 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.

Other Qualifications

CHECK IF APPLIES
Give Examples as Necessary
Driving- license
May need to travel off site for tradeshows, meetings, or company related events.
Driving- Own Vehicle
May need to travel off site for tradeshows, meetings, or company related events.
Hours of work- Ability to work evenings and/or weekends occasionally
As needed to meet the needs of the department.
Travel- Local
May need to travel off site for tradeshows, meetings, or company related events.
Travel- Overnight
May need to travel off site for tradeshows, meetings, or company related events.
Travel- Prolonged Periods
May need to travel off site for tradeshows, meetings, or company related events.

Qualifications- Other Able to obtain a CDL license with a tanker endorsement. Able to obtain and maintain an EVT certification.

PHYSICAL DEMANDS

Lifting Requirements Team Lift Required For 50lbs Or More.

Weight in pounds Never Rarely Occasionally Frequently Continuously 1-10 11-20 21-35 35-50 51-75 76-100 100+ x x x x x x

Vision Requirements Never Rarely Occasionally Frequently Continuously 67% or more Color Vision Close Vision Peripheral Vision Long Distance Vision

Movement Requirements Never Rarely Occasionally Frequently Continuously 67% or more Standing Walking Sitting Talking or hearing Feeling Climb/Balance Kneel/Crouch/Squat Bending/Twisting Reaching upward or outward Bending neck side-to-side or front-to-back Typing Pinching/finger manipulation Grasping/turning the wrist Taste/Smell Laying Down

WORKING CONDITIONS

Work Environment Never Rarely Occasionally Frequently Continuously 67% or more Wet Humid Conditions (non-weather) Humid conditions (weather-related) Work Near Moving Mechanical Parts Work in High Precarious Places Fumes or Airborne Particles Toxic or Caustic Chemicals Outdoor Weather Conditions Extreme Cold (non-weather) Extreme Heat (weather-related) summer months Risk of Electrical Shock Work with Explosive Materials Vibration

Noise Level for Typical Environment Moderate Noise: (Examples office with printers, phones, and light traffic) Loud Noise: (Examples: Metal Manufacturing, Construction sites) Very Loud Noise: (Examples: Jack Hammer Work)

Personal Protective Equipment PPE Safety boots Safety Glasses Cut resistant Gloves Respirator Face Shield

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.