Technical Service Representative

Job Description

ROSENBAUER STATEMENT

At Rosenbauer we pride ourselves on providing top-of-the-line fire apparatus, created with state-of-the-art technology for more than 150 years because when lives are at stake anything less is unacceptable. As the worlds largest manufacturer of fire equipment, we make sure our vehicles, production teams, and service personnel are ready to do what is necessary to keep communities safe.

POSITION SUMMARY

The Technical Service Representative will manage the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality. They will be required to travel to different department buildings and confer with employees to get customer inquiries answered. They will also consistently answer phone calls and emails from customers and dealerships within hours, providing quality customer service in accordance with company standards.

ESSENTIAL FUNCTIONS

All employees are required to support Rosenbauers Mission, Vision, and Values. The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the business needs of Rosenbauer.

1. Manages the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality.
2. Travels to different department buildings and confers with employees in order to get customer inquiries answered.
3. Consistently answers phone calls and emails from customers and dealerships within hours and provides quality customer service in accordance with company standards.
4. Completes purchasing/sales orders and facilitates replacement parts to the designated trucks.
5. Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

QUALIFICATIONS

Required Education:

• High school graduate or GED.
• EVT Certification.

Preferred Education:

• Associate Degree in either automotive or diesel mechanic.
• CDL Certification.

Required Experience:

• None.

Preferred Experience:

• Experience with Rosenbauer
• 12v experience
• Customer Service Experience.

Position Requirements:

• You recognize the importance and adherence to all safety policies in order to promote a safe working environment, for everyone at the organization
• Ability to identify quality issues and recognize changes within ones production process and make the needed adjustments.
• Outstanding oral and written communication skills, including tack and diplomacy, which would be utilized during customer service, conflict management, development of relationships with internal and external contacts.
• Ability to learn new skills while on the job and adapt to new challenges in unsuspecting circumstance.
• Must be able to work with word, excel, outlook, power point, and windows.
• You bring with you a positive can-do attitude and the ability to work cohesively in a team environment
• Ability to assess your work input and know when to ask for help.
• Proficient in your ability to manage multiple and diverse projects, including analytical thinking, planning, prioritization, problem solving, decision making, and carrying out assigned projects with minimal supervision.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

• Ability to perform intermediate PC functions including spreadsheet formulas and functions, queries, tables, merges, and special reports.
• Will perform some troubleshooting.
• Intermediate experience required.

Decision Making:

• Responsibilities are guided by a general set of policies or objectives.
• There is considerable freedom to make decisions within these policies or objectives.
• Work is periodically reviewed to determine if objectives have been met.

WORKING CONDITIONS

This position works in an office environment. It is a quiet environment that is temperature controlled, ventilated, and well-lit. Working Conditions will include a desk space where most of the shift will be spent, and it provides open space to work in. This office space is routinely cleaned by Rosenbauer Cleaning Services. It has access to all welfare facilities. This position requires traveling to different departments, so working conditions vary when out of the office. This can cause exposure to extreme cold or heat depending on the season. Working conditions may include humidity, wet floors, and loud noises. Most of the hazards come from machines but following proper procedures should minimize risk. There is also sometimes dust and airborne particles due to the machines being used in all of the different shops.

PHYSICAL DEMANDS

This position requires the ability to sit for extended periods of time. It can become very loud in certain shops, so talking or hearing may be difficult. During shifts, some projects require the use of hands and fingers for over 60 minutes at a time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, ability to adjust focus, and good depth perception. This position may require reaching, climbing, balancing, stooping, kneeling, crouching, or crawling. All positions require the ability to lift 50 pounds.

As an EOE/AA employer, Rosenbauer will not discriminate in its employment practices due to an applicants age, race, color, creed, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, familial status, public assistance status, and local human rights commission activity. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions of the position. Please specify which position you are seeking to apply for employment. Email Human Resources at info@rosenbaueramerica.com