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Technical Support Rep

Date: Nov 13, 2021

Location: Snyder , MI, US, 68664

Company: REV Group, Inc.

Requisition ID: 10658 

JOB TITLE:  Representative Customer Service

 

SUMMARY:  

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 situation
  • Resolve service questions related to maintenance, operation, service center locations, warranty, road side 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:

  • Associates or Technical degree in related field preferred
  • Minimum of three years’ experience in customer service, customer relations, and mechanical / electrical troubleshooting
  • Possess, or be willing to obtain:
    • Commercial Driver’s License, Class B
    • ASE – Medium/Heavy Duty Truck certifications
  • Bilingual skills preferred
  • 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
  • Intermediate computer skills are required
  • Proficient in Microsoft Office Suite
  • 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

 


*This job description is intended to outline those functions typically performed by individuals assigned to this classification. This description is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility. Spartan Fire reserves the right to change or assign to this position as required.

 

 

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