Technical Support Specialist - Chassi

Overview

Spartan Emergency Response (Spartan ER) is a leading designer, manufacturer and distributor of custom emergency response vehicles, cabs, and chassis. Spartan and its brands Spartan Fire Apparatus and Chassis, Smeal Fire Apparatus, and Ladder Tower (LT) offer a broad range of apparatus to meet specific requirements and demands of the fire service industry. Spartan has a rich history in fire apparatus manufacturing with over 250 years of combined experience.

Spartan Emergency Response is part of the REV Group (NYSE : REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group's extensive vehicle line-up includes ambulances, fire trucks, terminal trucks, RVs and more. Our 5,000+ employees demonstrate a commitment to building innovative and reliable vehicles for customers, whether for a family trip or in response to an emergency. Rev Group is a veteran friendly employer and hires many veterans and / or those transferring out of the military each year.

Job Responsibilities

• Communicate with all customers (internal and external) with professionalism and courtesy
• Maintain composure in all situations
• Resolve service questions related to maintenance, operation, service center locations, warranty, roadside assistance
• Actively participate in the resolution of field service / warranty matters, including troubleshooting with service centers / technicians
• Facilitate appropriate course of action for product repair
• Coordinate the timely resolution of problems affecting Original Equipment Manufacturers (OEMs), dealers, service centers, and end-users
• Arrange for remote service work or towing for a product that may be disabled
• Collect, document, and follow-up with information / cases in the ERP system
• Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etc.) and OEMs to resolve issues
• Authorize and analyze charges for work conducted by service centers
• Gather and analyze case information to recommend and establish warranty direction
• Provide feedback and case support to supplier charge-back contact
• Process warranty part orders and RMAs
• Represent Spartan at vendor, supplier, OEM, factory, and / or trade show events, as requested
• Make monetary and procedural decisions, within company guidelines to assist customers and avoid escalations
• Be aware of how your performance impacts Spartan's financial bottom line and reputation
• Process campaigns, recalls and TSBs, as assigned
• Solve complex problems with minimal assistance
• Other tasks as assigned

Qualifications

Commercial Driver's License, Class B

Communication skills, verbal and written

Maintain a flexible and extended work schedule as needed to accomplish objectives

Other

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.

NOTICE FOR CALIFORNIA RESIDENTS

Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.

J-18808-Ljbffr