Specialist Technical Support

Date: Aug 24, 2024

Location:

Ocala , FL, US, 34474

Company: REV Group, Inc.

Work Hours:

Additional Locations:
Requisition ID: 22261

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.

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 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, 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

SAFETY: Follow E-ONE General Health & Safety Rules, ensure safe operating conditions within the area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in the department. Use proper lifting techniques and an overhead hoist when needed. Maintain a clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.

QUALITY: Responsible for the quality of work. This requires defect-free work and an understanding of the requirements of the company’s quality system as it pertains to job duties and responsibilities. Must be able to check work to ensure conformance to process control instructions, specifications, and quality standards. Identify and segregate non-conforming products. Identify the need for and assist in initiating and implementing corrective and preventive actions when appropriate.

FLEXIBILITY: Able and willing to work in other areas as needed. Must be flexible in taking lunch and breaks when workflow requires. Willing to work additional hours as necessary.

INITIATIVE: Actively participate in continuous improvement of products and processes to better serve customers and improve the overall profitability of E-ONE. Actively seek out work in other areas when the current assignment is complete. Make suggestions for improving product quality, processes, safety, and company profitability.

TEAMWORK: Positive working attitude toward other employees; be a team player. Work with others constructively and abide by company policies and procedures. Working together as a team for continuous improvement is vital to ensure the future of E-ONE and its employees. Teamwork will be required to be effective in daily production assignments as well as special improvement projects.

CAREER DEVELOPMENT: Attend and participate in a variety of meetings, training programs, and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specific level of knowledge pertaining to changes to equipment or process, new developments, requirements, procedures, and policies.

LEADERSHIP: Lead the team and provide innovative thought leadership on strategies to grow market share, increase profitability, and meet long-term business goals.

ACTION-ORIENTED: Enjoys working hard; is action-oriented and energetic; not fearful of acting with a minimum of planning; seizes more opportunities than others.

CONFLICT MANAGEMENT: Step up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.

DEALING WITH AMBIGUITY: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

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

• Excellent attendance

• Commitment to providing excellent customer support

• Strong and consistent attention to detail

• Self-motivated with the ability to stay on task

• Versatile, flexible, and a willingness to work within constantly changing priorities

• Creative and innovative team player

• Capable of comprehensive listening (understanding the message(s) that is being communicated)

• 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, verbal and written, Negotiation skills, Organizational, problem-solving, and analytical skills

• Willing to: Maintain a flexible and extended work schedule as needed to accomplish objectives

• Travel as needed

• Mathematical ability is essential throughout the customer service and parts sales processes.

• Strong written and oral communication skills

• 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.

NOTICE FOR CALIFORNIA RESIDENTS

Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.