Technical Customer Service Representative I

 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.

ESSENTIAL FUNCTIONS:

•             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.

OTHER DUTIES MAY INCLUDE, BUT ARE NOT LIMITED TO:

Perform or assist with any operations, as required or directed, to maintain workflow or respond to production requirements.

TOOLS AND EQUIPMENT USED: 

1.           SAFETY: Follow E-ONE General Health & Safety Rules, ensure safe operating conditions within the area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in the department. Use proper lifting techniques and an overhead hoist when needed. Maintain a clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.

2.           QUALITY: Responsible for the quality of work. This requires defect-free work and an understanding of the requirements of the company’s quality system as it pertains to job duties and responsibilities. Must be able to check work to ensure conformance to process control instructions, specifications, and quality standards. Identify and segregate non-conforming products. Identify the need for and assist in initiating and implementing corrective and preventive actions when appropriate.

3.           FLEXIBILITY: Able and willing to work in other areas as needed. Must be flexible in taking lunch and breaks when workflow requires. Willing to work additional hours as necessary.

4.           INITIATIVE: Actively participate in continuous improvement of products and processes to better serve customers and improve the overall profitability of E-ONE. Actively seek out work in other areas when the current assignment is complete. Make suggestions for improving product quality, processes, safety, and company profitability.

5.           TEAMWORK: Positive working attitude toward other employees; be a team player. Work with others constructively and abide by company policies and procedures. Working together as a team for continuous improvement is vital to ensure the future of E-ONE and its employees. Teamwork will be required to be effective in daily production assignments as well as special improvement projects.

6.           CAREER DEVELOPMENT: Attend and participate in a variety of meetings, training programs, and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specific level of knowledge pertaining to changes to equipment or process, new developments, requirements, procedures, and policies.

7.           LEADERSHIP: Lead the team and provide innovative thought leadership on strategies to grow market share, increase profitability, and meet long-term business goals.

8.           ACTION-ORIENTED: Enjoys working hard; is action-oriented and energetic; not fearful of acting with a minimum of planning; seizes more opportunities than others.

9.           CONFLICT MANAGEMENT: Step up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.

10.        DEALING WITH AMBIGUITY: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

11.        DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

MINIMUM REQUIREMENTS:

•             3 years of fire apparatus-related work and 2 years of production line-related work, ability to read blueprints

•             Requires a basic 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)

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 opportunities for minorities and women, for persons with disabilities, and for protected veterans. 

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