Technical Support Specialist, Chassis
REV Group, Inc
full-time
Posted on:
Location Type: Office
Location: Charlotte • Missouri • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- 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 be 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
- Process campaigns, recalls and TSB’s, as assigned
- Solve complex problems with minimal assistance
- Other tasks as assigned
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
mechanical troubleshootingelectrical troubleshootingcase analysiswarranty processingReturn Material Authorizations (RMAs)commercial driver's licenseASE Medium/Heavy Duty Truck certificationsintermediate computer skillsMicrosoft Office Suite proficiencyproblem-solving
Soft skills
customer serviceattention to detailself-motivatedflexibilityteam playercommunication skillsnegotiation skillsorganizational skillsanalytical skillscomprehensive listening
Certifications
Commercial Driver’s License, Class BASE Medium/Heavy Duty Truck certifications