Specialist Technical Support

REV Group, Inc.•Charlotte, MI

About The Position

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 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 5,000+ 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. 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.

Requirements

Associates or Technical degree in related field preferred
0-2 years' of 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
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

Nice To Haves

Bilingual skills preferred

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, 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