Specialist Technical Support

REV Group - Ocala, FL

Full-time - Entry Level

Ocala, FL

501-1,000 employees

Transportation Equipment Manufacturing

About the position

The Customer Service Technician position at E-ONE involves providing technical support and assistance to customers, service centers, dealers, and OEMs. The role focuses on resolving service inquiries, coordinating repairs, and ensuring timely communication and documentation within the ERP system. The technician will also participate in warranty matters, facilitate product repairs, and represent the company at various events. This position requires a strong commitment to customer service, teamwork, and continuous improvement in processes and products.

Responsibilities

• Answer incoming calls from end users, service centers, dealers, and OEMs.
• Resolve service questions related to maintenance, operation, and warranty.
• Participate in the resolution of field service and warranty matters.
• Facilitate appropriate course of action for product repair.
• Coordinate timely resolution of problems affecting OEMs, dealers, and service centers.
• Arrange for remote service work or towing for disabled products.
• Document and follow up with information/cases in the ERP system.
• Communicate with cross-functional teams to resolve issues.
• Authorize and analyze charges for work conducted by service centers.
• Gather and analyze case information to recommend warranty direction.
• Process warranty part orders and RMAs.
• Represent the company at vendor, supplier, and trade show events.
• Make monetary and procedural decisions to assist customers.
• Process campaigns, recalls, and TSBs as assigned.
• Solve complex problems with minimal assistance.

Requirements

• Associate or Technical degree in a related field preferred.
• Minimum 3 years' experience in customer service and mechanical/electrical troubleshooting.
• Possess or be willing to obtain a CDL Class B and ASE Medium/Heavy Truck certifications.
• Excellent attendance and commitment to customer support.
• Strong attention to detail and self-motivated.
• Versatile and flexible with changing priorities.
• Proven knowledge of Spartan's products and components.
• Strong communication, negotiation, organizational, problem-solving, and analytical skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Practical computer experience (MS Office suite).

Nice-to-haves

• Experience in negotiation.
• Experience in conflict management and dealing with ambiguity.

Benefits

• Equal employment opportunity policies.
• Affirmative action for minorities and women.