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Customer Service and Parts Coordinator

Date: Oct 15, 2021

Location: Snyder , NE, US, 68664

Company: REV Group, Inc.

Requisition ID: 10772 

Title of Position: Customer Service and Parts Coordinator             

 

The specific statements show in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Smeal Fire Apparatus recognizes that an individual with a disability may require an accommodation the enable him/her to successfully perform a job function. Consideration will be given to reasonable accommodations.

 

  1. JOB DESCRIPTION SUMMARY

 

    The Customer Service and Parts Coordinator must be able to perform a wide variety of tasks. This position is responsible for answering phone calls and emails, identifying parts, provides price quotes and technical support information. Prepares orders by processing requests and orders; pulling materials; pack boxes; delivering parts to the shipping area. This position requires the ability to communicate clearly, listen to the customer needs and articulate what you can do for the customer. This position requires teamwork in working closely with others in a fast-paced environment. 

 

  1. REQUIREMENTS

 

    1. Required Education:  High School diploma or GED
    2. Licensing:
    3. Required Skills, Knowledge, and Abilities: Strong interpersonal skills-ability to work with individuals and groups of people.  Strong oral and written communication skills.  Detail oriented.  Able to follow written and verbal instructions.    Must be capable of working in an environment in which demands and priorities change rapidly.  Good mechanical and electrical aptitude directly related to the use of detailed parts and service manuals.  Ability to use a variety of measuring devices including tape measures, micrometer and other such devices.  Ability to perform accurate inventory counts.  Ability to prioritize and solve practical problems and deal with a variety of situations on a day-to-day basis where limited standardization may exist.  Ability to interpret a variety of instructions furnished in written, oral or diagram. Highly qualified candidates will possess product knowledge within the Fire Apparatus and Pumper industry, prior parts experience, technical/vocational certificate, and a passion and integrity with the drive to excel and deliver exceptional results.
    4. Computer Literacy: Keyboarding and basic computer skills (Microsoft Word, Microsoft Excel and various other programs). Highly qualified candidates will possess knowledge of Made2Manage software.
    5. Physical: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; and use hands to handle or feel objects. Occasionally the employee must kneel, or crouch. The employee must occasionally exert or lift up to 50 pounds.
    6. Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise levels on occasion can be more than moderate. Temperature levels on occasion can be more than moderate.

 

  1. AUTHORITY AND RESPONSIBILITY
    1. Responsible for providing exceptional customer service.
    2. Responsible for providing quick reliable customer responses.
    3. Pulls parts from stock. If the part is not in stock, determines availability and submits an order if requested by the customer.
    4. Inform customers by mail, telephone, fax or email of order information, such as unit prices, shipping dates, and any anticipated delays.
    5. Read catalogs, computer displays or engineer drawings in order to determine replacement part numbers and calculate prices.
    6. Establish and maintain an Aftermarket parts inventory.
    7. Responsible for recording trucks out of service in the “Truck Down Report”.
    8. Providing courteous and knowledgeable technical support to the Smeal Companies Dealer network and customers.
    9. Work closely with management to learn and to develop the best practices and procedures and find ways in which to increase productivity

           

  1. DUTIES AND TASKS

 

Parts

    1. Respond to all parts inquiries in a timely manner.
    2. Answers phone calls and emails, providing parts information, research needed parts, price quotes, technical and other information to end customers and dealers.
    3. Prepares orders by processing requests; pulling parts and materials; shipping orders to customers.
    4. Fill orders and/or contact customers/dealers back for Product Managers, Aerial Operations and other operations personnel.
    5. Order parts, receive parts and inventory (Purchased and made items).
    6. Issue credits to customers if incorrect parts have been invoiced.
    7. Complete and file Aftermarket parts orders paperwork.

 

Parts Warranty

    1. Assist “Warranty” personnel with any questions they may have and research parts needed for Warranty repair or replacement.
    2. Pull or order parts necessary for repair or replacement and deliver to shipping for ship out and provide necessary paper work to the Smeal Warranty Department.

 

Technical Support

    1. Respond to all technical support questions and inquiries in a timely manner.
    2. Seek out technical experts for advanced and complex technical questions when needed.
    3. In all cases a quick accurate response to the customer is required.

 

New (Refurbishment Chassis) Warranty Claims

    1. Open Chassis Warranty claim with chassis venders when defective parts or workmanship are discovered on new chassis purchased for refurbishment job orders and order necessary warranty parts.
    2. Return warranty parts to chassis vender when required
    3. Charge chassis vendors for labor and or parts used to make warranty repairs.
    4. Follow up with the “Repair and Refurbishment” Service Manager to make sure the repair is complete and the case is closed and the necessary paperwork is completed and filed.

 

  1. Other Additional Duties and Responsibilities
    1. Perform other duties as assigned.
    2. Performs any other related, unrelated, unassigned, unspecified, unusual or special duty deemed necessary by the Smeal Management.
    3. Perform other duties as may be assigned, particularly as personal experience and education are applicable to Smeal Fire Apparatus Co. needs.
    4. Must follow all company policies and procedures as stated in the company policy and safety manual, including wearing all PPE required for this position.

 

 

This description reflects the principal functions of the job for purpose of job evaluation.  It should not be construed as a detailed description of all work requirements of the job nor shall be construed as giving exclusive responsibility for every function described.

 

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles (“RVs”) and luxury buses). REV’s brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV’s brands pioneered their specialty vehicle product categories and date back more than 50 years.

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 opportunity for minorities and women, for persons with disabilities, and for protected veterans.

 

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Nearest Major Market: Lincoln