Job Details

Technical Customer Service Representative I

Join to apply for the Technical Customer Service Representative I role at REV Group, Inc

E-ONE manufactures custom and commercial fire trucks and related vehicles. Established in 1974, it employs over 1,000 people and produces more than 400 fire trucks annually. E-ONE is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group has 5,000+ employees and is a veteran?friendly employer, hiring over 200 veterans each year.

SCOPE: Respond to customer parts research requests quickly and accurately to facilitate parts sales. Communicate effectively with customers, dealers, and vendors via email and telephone. Research BOMs and other technical sources for part number identification. A strong focus on meeting parts sales and customer service goals is required.

Essential Functions

• Utilize automotive mechanical knowledge to identify the location of parts in fire apparatus.
• Identify parts needed for repair and service of fire apparatus using schematics, bill of materials, pictures, photographs, diagrams, and information from various computer and hard?copy sources.
• Conduct research to facilitate the sale of parts by working with manufacturers, suppliers, engineers and technical support teams.
• Create part numbers for customers to order parts.
• Collaborate with customer service and purchasing team to identify replacements for obsolete parts.
• Create documents using Word, Excel, PowerPoint, and Adobe to detail research findings for future use.
• Organize and maintain files for parts research findings for specific fire apparatus and specific parts.
• Recommend and sell aftermarket parts according to established goals.
• Provide sales promotion, pricing, and technical information/literature to dealers and customers.
• Keep operating managers informed of customer and parts sales trends.
• Administer company policies and procedures for functional responsibility and related activities.
• Communicate internally and externally using professional, clear, and concise language via telephone, email, and face?to?face conversations.
• Other duties and responsibilities as required.

Position Expectations

• Driven to satisfy customers and grow the Aftermarket business.
• Treat all employees and customers fairly, courteously and with dignity.
• Maintain positive relationships with customers and employees.
• A team player focused on providing exemplary customer service.
• Demonstrate continuous willingness to meet commitments.
• Focus on quality and service.
• Perform or assist with any operations, as required or directed, to maintain workflow or respond to production requirements.

Minimum Requirements

• 3 years of fire apparatus?related work and 2 years of production line?related work; ability to read blueprints.
• Basic understanding of heavy truck components (axles, engines, cooling systems, etc.), electrical systems including multiplex, hydraulic systems, body/cab components, firefighting pump and plumbing systems.
• High school diploma or equivalent required.
• Mathematical ability essential throughout the customer service and parts sales processes.
• Strong written and oral communication skills.
• Practical computer experience required (MS Office suite).

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Occasional standing, walking, or moving about the office/warehouse.
• Ability to lift or carry items up to 1015 pounds.
• Manual dexterity to operate a keyboard, mouse, and other office equipment.
• Visual ability to read documents, screens, and reports.
• Clear verbal communication for meetings, phone calls, and presentations.
• Ability to focus on detailed tasks for sustained periods.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

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