RBA Global Vehicles Technical Service Coordinator

Essential Functions

• Technical Support & Case Management:
  • Act as the primary point of contact for all Global Vehicle related CRM Help Desk cases and warranty claims.
  • Review, triage, and manage incoming Global Vehicle support cases to ensure timely and accurate resolution.
  • Provide remote technical support to customers, dealer technicians, and internal teams related to Global Vehicle operation, diagnostics, and service procedures.
  • Serve as a key technical support liaison with Rosenbauer International, including Customer Service, Engineering, or other colleagues as necessary—to ensure timely escalation, technical guidance, and follow-through for field technician support.
  • Provide factory technical support and troubleshooting for Rosenbauer Global Vehicles during production at Rosenbauer America, partnering with production, quality, service and engineering to diagnose issues, clarify build intent, and support timely resolution.
  • Interpret technical information, build specifications, service manuals, and drawings to assist in troubleshooting.
  • Document case details, resolutions, and actions taken within Rosenbauer systems.
• Warranty & Documentation Support:
  • Review Global Vehicle warranty claims for accuracy, completeness, and coverage eligibility.
  • Coordinate with Warranty team to ensure proper processing of approved claims.
  • Ensure proper documentation and traceability for all Global Vehicle related support activities.
• Field Service Coordination:
  • Assess the need for on-site technical support based on case complexity and customer impact.
  • Coordinate field service visits by working closely with the Field Service Supervisor and Service Team.
  • Provide technical background, case history, and support details to assigned Field Service Technicians.
  • Track progress of on-site service activities and close cases upon resolution.
• Cross-Functional Collaboration:
  • Collaborate with Service, Engineering, Warranty, and Quality to escalate complex technical issues and support product improvements.
  • Communicate effectively with internal teams to ensure consistent and accurate technical guidance.
  • Support continuous improvement efforts by identifying recurring issues or trends related to Global Vehicle performance.

Knowledge, Skills, and Abilities (KSA’s)

• Knowledge, Education, and/or Experience:
  • Associate degree in Service Technician, Automotive Technology, Automotive Technician, Emergency Vehicle Technician, or a similar field preferred.
  • 2+ years of experience performing mechanical repairs required.
  • Experience and understanding of all facets of firetruck construction and operation preferred.
  • Experience working on electrical components of machines or vehicles preferred.
  • Experience working with hydraulics preferred.
• Skills:
  • Language: Able to find, read, and interpret relevant business periodicals, professional journals, technical procedures, or governmental regulations.
  • Able to write reports and business correspondence in a professional manner.
  • Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Able to follow written and verbal directions and communicate new information that could affect project trajectories.
  • Math: Able to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
  • Computer: Able to perform intermediate PC functions in Microsoft Office Suite.
• Abilities:
  • Able to deal with problems involving a variety of variables in non-standard situations.
  • Able to read and interpret build books and specifications.
  • Able to work professionally with customers/dealerships and internal customers to accomplish common goals.
  • Able to prioritize work and to multitask while adhering to deadlines.
  • Able to work with minimal supervision in a team environment.
  • Able to understand and follow all safety policies to promote a safe working environment for all.