RBA Technical Service Representative

Position Summary

The Technical Service Representative will manage the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality. They will process warranty claims, answer phone calls and emails from customers and dealerships within hours, and provide quality customer service in accordance with company standards.

Essential Functions

• Manages the ticket load efficiently to ensure peak customer satisfaction with accuracy and punctuality.
• Processes warranty claims, including examining, preparing, recording, and reconciling all warranty claims on Rosenbauer products.
• Maintains records of processed, filed, and completed claims.
• Trips to different department buildings and confers with employees to get customer inquiries answered.
• Consistently answers phone calls and emails from customers and dealerships within hours and provides quality customer service in accordance with company standards.
• Follows SOP for procuring the necessary warranty parts for designated trucks.

Qualifications

• Knowledge, Education, and/or Experience:
• High school diploma required.
• Associate degree in automotive or diesel mechanics preferred.
• EVT certification preferred.
• CDL certification preferred.
• Experience working with electrical systems on vehicles preferred.
• 1+ years of sales or customer service experience preferred.
• 1+ years of experience working in a similar role 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 and MAS 500.
• Abilities:
• Able to deal with problems involving a variety of variables in non-standard situations.
• Strong attention to detail.
• Able to read and understand specs.
• 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.
• Physical Demands:
• Lifting Requirements: Team lift required for up to 50 lbs.
• Vision Requirements: Color vision, close vision, peripheral vision, long distance vision, movement requirements, standing, walking, sitting, talking, hearing, feeling, climbing, kneeling, crouching, squatting, bending, twisting, reaching, bending neck side-to-side or front-to-back, typing, pinching/finger manipulation, grasping/turning the wrist, taste/smell, laying down.
• Work Environment: Moderate noise level, personal protective equipment (Safety boots, Safety glasses, cut-resistant gloves, respirator, face shield).
• Working Conditions:
• Work near moving mechanical parts, work in high precarious places, work with fumes or airborne particles, work with toxic or caustic chemicals, outdoor weather conditions, extreme cold (non-weather), extreme heat (weather-related), risk of electrical shock, vibration, noise level for typical environment, personal protective equipment (Safety boots, Safety glasses, cut-resistant gloves, respirator, face shield).
• Equal Opportunity Employer/individuals with disabilities/protected veterans.