Shop Equipment Technical Consultant

About the role

Respond to diverse customer needs through effective telephone and written correspondence, focusing on service to our customers. Provide support to the Supervisor, execute necessary reporting responsibilities, and perform related field reporting problem analysis. This position requires a sense of urgency and a helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish.

Responsibilities include order entry, verbal and written communication with distributors, national accounts, sales representatives, and internal personnel within the designated area of responsibility.

Responsibilities

• Troubleshoot problems of technical, mechanical, and applications nature to solve customer issues.
• Understand and gain knowledge of Wheel Service Products (Tire Changers, Tire Balancers, and Aligners) along with Rotary A/C units.
• Coordinate all aspects of order preparation through telephone, email, and mail for finished product and parts orders, emphasizing detail and accuracy.
• Respond to telephone calls, mailed, and emailed requests to effectively address customer needs and handle job-related inquiries.
• Initiate outgoing calls to follow up on customer requests and clarify customer expectations.
• Generate no-charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
• Initiate credit requests as required.
• Initiate return goods ("RG's"), research and expedite unauthorized returns, and follow through on final disposition.
• Analyze warranty claims, process invoices, maintain follow-up files, and communicate results to operations.
• Maintain and promote information on various sales programs (e.g., competitive discounts, special promotions, stocking programs).
• Respond to inbound telemarketing opportunities by discussing products and services offered and persuading the customer to buy.
• Support and facilitate VSG training programs.
• Participate on teams to improve VSG processes and better serve customers.
• Maintain and control warehouse inventories and assign F.O.B. points to orders based on order requirements.
• Participate in sales and operations meetings, training, etc., as required.
• Travel as required.
• Draft "knowledge base articles" and "Sales Bulletins" on own initiative.
• All other duties as assigned by Supervisor.

Ethics & Work Standards

• Maintain the highest ethical and work standards, promoting the same attributes in co-workers and others.
• Ensure all business activities—with both internal and external customers—are performed with a professional demeanor and that all participants are held accountable to this high standard.

Communication

• Express thoughts clearly, both orally and in writing, using good grammar.
• Present concise, well-organized reports.
• Listen to understand input, feedback, and concerns.
• Provide complete information in an open, honest, and straightforward manner.
• Respond promptly and positively to questions and requests.

Teamwork/Relationships

• Work with other employees willingly and in a spirit of cooperation and teamwork.
• Support cooperation and demonstrate a commitment to the entire business.
• Support initiatives to help grow Vehicle Service Group’s business in the U.S. and abroad.
• Cooperate fully with others to achieve organizational goals.
• Be tactful, courteous, and considerate, embracing a positive outlook.
• Be respected and trusted by others.

Continual Improvement and Problem Resolution

• Identify and communicate suggestions for work improvements.
• Use technical/analytical abilities to ensure existing work practices are the most efficient and cost-effective possible.
• Perform root-cause analysis and implement viable, permanent solutions to problems.
• Work with both internal and external customers to develop solutions that meet company-wide needs and objectives.
• Apply a sense of urgency to resolve problems or create opportunities that will increase productivity and create value.
• Share best practices with other employees across the business.

Accountability

• Accept responsibility and accountability for both the strategic planning and successful implementation of all projects/programs/duties as outlined in this job description.
• Advise supervisor of concerns, problems, and progress of work in a timely manner.
• Demonstrate a sound balance between quality and quantity of work while maintaining a sense of urgency toward completion.
• Meet deadlines.

Requirements

• High school graduate or equivalent; knowledge of sales principles essential.
• College degree in Business, Communications, or Marketing preferred.
• Technical or vocational training of mechanical/technical nature desired.
• 2+ years of work experience in mechanical/technical service areas and/or customer service.
• Working knowledge of personal computers required.
• Foreign language skills preferred.

Supervision & Responsibility

• Works under limited supervision, predominantly handling matters on own initiative.
• Exercises a high degree of judgment; questionable matters are referred to Supervisor or Manager.

Schedule

This is an onsite position.

Pay

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including the position’s responsibilities, a candidate’s work experience, education/training, location, and key skills needed for the position.

Benefits

• 401(k) savings plan with employer contributions.
• Medical, dental, and vision insurance.
• Wellness programs.
• Health savings account, health care, and dependent care flexible spending accounts.
• Company-paid short-term disability and long-term disability.
• Company-paid employee basic life and AD&D insurance.
• Supplemental employee and dependent life insurance.
• Optional accident, hospital indemnity, and critical illness insurance.
• Adoption, surrogacy, and fertility benefits and assistance.
• Commuter benefits.
• Parental, military, jury duty, and bereavement leaves of absence.
• Paid time off, including 11 paid holidays per calendar year, paid vacation days beginning at 80 hours annually, 24 paid sick leave hours annually or as provided under state and local paid sick leave laws.
• Tuition assistance.
• Business travel services.
• Employee discounts.
• Employee assistance program that includes company-paid counseling sessions and legal services.

Eligibility for benefits is governed by applicable plan documents and policies.