Technical Customer Service Representative II

REV Group, Inc.•Ocala, FL

About The Position

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 Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RV's, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day. SCOPE: Respond to customer parts research requests quickly and accurately to facilitate parts sales. Communicate effectively with customers, dealers, and vendors via email and telephone. Research BOMs and other technical sources for part number identification. A strong focus on meeting parts sales and customer service goals is required.

Requirements

7 years of fire apparatus-related work and 5 years of production line-related work, ability to read blueprints
Requires an advanced understanding of heavy truck components (such as axles, engines, cooling systems, etc.), electrical systems including multiplex, hydraulic systems, body/cab components (such as latches, doors, bumpers, etc.), firefighting pump and plumbing systems.
High school diploma or equivalent required.
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)

Nice To Haves

Experience as a truck mechanic is preferred

Responsibilities

Utilize automotive mechanical knowledge to identify the location of parts in fire apparatus.
Identify parts needed for repair and service of fire apparatus using schematics, bill of materials, pictures, photographs, diagrams, and information from various computer and hard-copy sources.
Conduct research to facilitate the sale of parts by working with manufacturers, suppliers, engineers and technical support teams.
Create part numbers for customers to order parts.
Collaborate with customer service and purchasing team to identify replacements for obsolete parts.
Create documents using Word, Excel, PowerPoint, and Adobe to detail research findings for future use.
Organize and maintain files for parts research findings for specific fire apparatus and specific parts.
Recommend and sell aftermarket parts according to established goals.
Provide sales promotion, pricing, and technical information/literature to dealers and customers.
Keep operating managers informed of customer and parts sales trends.
Administer company policies and procedures for functional responsibility and related activities.
Communicate internally and externally using professional, clear, and concise language via telephone, email, and face-to-face conversations.
Other duties and responsibilities as required.