Specialist Technical Support

Socket.dev; Charlotte (MI); On-site; USD 52,000 - 68,000; Full time

Job summary

Spartan Emergency Response is seeking a Customer Service Technician to handle incoming inquiries from end users, service centers, dealers, and OEMs. You will provide guidance on repairs, approve labor time, and order parts for Spartan Fire products, including chassis and body lines.

The role requires strong communication and problem-solving in a fast-paced environment. Responsibilities include coordinating with manufacturing, engineering, and suppliers, processing RMAs, and supporting warranty

Qualifications

• Associate or technical degree in a related field.
• Minimum of 3 years’ experience in customer service and troubleshooting.
• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving ability.
• Ability to manage shifting priorities in a fast-paced environment.

Responsibilities

• Communicate professionally with customers (internal and external) and provide timely service.
• Resolve service questions related to maintenance, warranty, and service centers.
• Coordinate with cross-functional teams to resolve issues affecting OEMs and dealers.
• Process warranty part orders and RMAs.
• Travel as needed to support field service.

Skills

Communication skills

Active listening

Detail oriented

Analytical thinking

Negotiation

Team player

Education

Associate or technical degree in related field

Job description

Spartan Emergency Response (Spartan ER) is a leading designer, manufacturer and distributor of custom emergency response vehicles, cabs, and chassis. Driven by a commitment to quality and innovation, Spartan and its portfolio of brands Spartan Fire Apparatus and Chassis, Smeal Fire Apparatus, and Ladder Tower (LT) offer a broad range of apparatus to meet specific requirements and demands of the fire service industry. Spartan has a rich history in fire apparatus manufacturing with over 250 years of combined experience. Spartan Emergency Response is part of Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RV's, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day.

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 in a timely manner, for Spartan Fire’s various product lines including, but not limited to, Chassis, Body, and Aerial.

JOB RESPONSIBILITIES

• 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 trouble shooting with service centers / technicians
• Facilitate appropriate course of action for product repair
• Coordinate the timely resolution of problems affecting Original Equipment Manufacturers (OEMs), dealers, service centers, and end-users
• Arrange for remote service work or towing for a product that may disabled
• Collect, document, and follow-up with information/cases in the ERP system
• Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etcetera) 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 TSB’s, as assigned
• Solve complex problems with minimal assistance
• Other tasks as assigned

QUALIFICATIONS

• Associate or technical degree in a related field preferred.
• Minimum of 3 years’ of experience in customer service, customer relations, and mechanical/electrical troubleshooting preferred.
• Strong commitment to providing excellent customer support.
• Excellent verbal and written communication skills, including active listening.
• Strong attention to detail, organizational, problem-solving, analytical, and negotiation skills.
• Self-motivated with the ability to prioritize tasks and work effectively in a fast-paced environment.
• Adaptable and flexible with the ability to manage changing priorities.
• Sound judgment and ability to make timely decisions.
• Strong team player with a creative and solutions-focused approach.
• Intermediate computer skills required.
• Proven knowledge of Spartan products and mechanical/electrical components, or the ability to learn quickly.
• Reliable attendance and willingness to work a flexible or extended schedule as needed.
• Willingness to travel as needed.

Terex Corporation 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. Terex Corporation also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

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