Specialist Technical Support

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 Fires various product lines including but not limited to Chassis Body and Aerial.

JOB 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 Spartans financial bottom line and reputation
• Process campaigns recalls and TSBs as assigned
• Solve complex problems with minimal assistance
• Other tasks as assigned

QUALIFICATIONS:

• Associate or technical degree in a related field preferred.
• 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.

Terex Corporation 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 veterans status pregnancy genetic information sexual orientation or any other basis prohibited by law. Terex Corporation 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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