Specialist Technical Support

REV Group•Charlotte, NC

5d•Onsite

About The Position

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

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.

Nice To Haves

Associate or technical degree in a related field 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, 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