RBA Technical Service Representative

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 world’s 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, within the Lyons, South Dakota campus, and confer with employees to get customer inquiries answered. The Technical Service Representative 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 Rosenbauer’s 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. Processes warranty claims, including examining, preparing, recording, and reconciling all warranty claims on Rosenbauer products.
3. Manages warranty claims for Rosenbauer products and ensures they are resolved efficiently and accurately.
4. Maintains records of processed, filed, and completed claims.
5. Travels to different department buildings, within the Lyons, South Dakota campus, and confers with employees in order to get customer inquiries answered.
6. Consistently answers phone calls and emails from customers and dealerships within hours and provides quality customer service in accordance with company standards.
7. Follow SOP for procuring the necessary warranty parts for designated trucks.
8. Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES (KSA’s): The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the job.

Knowledge, Education, and/or Experience:

• High school diploma required.
• Strong mechanical and technical remote troubleshooting skills.
• 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.

Equal Opportunity Employer/individuals with disabilities/protected veterans. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information please review the Know Your Rights notice from the Department of Labor.

All offers of employment are contingent upon the successful completion of a pre-employment drug screening.