Technical Service Support

Description

Summit Truck Bodies is a quality manufacturer of custom designed service and lube truck bodies, is expanding its workforce due to increasing sales. If you are a motivated team player who is committed to producing a high-quality product on time and safely, we want you on our team. We are looking for a Technical Service Support Specialist to act as the liaison between the customer and Summit Truck Bodies when service is required. The Technical Service Support Specialist is expected to be a subject matter expert on all products and services offered and be able to handle and/or make recommendations to resolve customer issues.

WE OFFER A FULL BENEFITS PACKAGE FOR ELIGIBLE EMPLOYEES INCLUDING:

• Medical, Dental, and Vision Insurance
• Life (Voluntary and Employer Paid) and Disability Insurance
• 401(K) with company match beginning with your first contribution.
• HSA and/or FSA
• Paid Time Off and Company Paid Holidays
• Employee Car Discount Program

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Communicate with customers by telephone or in person to quickly provide information about products and services or to obtain details of customer issues.
• Diagnose and repair customer units as needed on the shop floor.
• Provide mobile technician support to diagnose and correct service issues in the field as needed. Keep service truck neat and clean and be able to account for all dealership owned tools at all times.
• Ability to travel up to 25% of the time.
• Answer service calls and deliver timely updates to clients regarding status updates on work being performed as well as scheduling work.
• Analyze and rectify customer concerns and respond to customer requests and questions regarding service, products and accounts.
• Uses computer to access and/or update customer records.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
• Resolve customer service complaints by performing activities such as exchanging parts and honoring warranties.
• Report field issues and resolutions to Engineering and Production staff. Document actions by completing production and quality forms.
• Maintain a clean and safe work area, maintain and wear all required person protective equipment (PPE).
• Participate in all continuous improvement programs by offering suggestions and exhibiting initiative in areas within direct control.
• Coordinates, diagnoses, and troubleshoots all incoming customer requests to include hydraulic, electrical, and pneumatic issues.
• Other duties as assigned.

WORK ENVIRONMENT & PHYSICAL ABILITIES:

• Requires prolonged sitting, some bending, stooping and stretching.
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Occasionally lifts and carries items weighing up to 50 pounds.
• Requires working under stressful conditions or working irregular hours.
• Requires eyesight correctable to 20/20 to read numbers, reports and computer terminals.
• Requires hearing within normal range for telephone use.
• Occasional high stress work may require dealing with customers/clients.
• Requires working in a fast paced environment.
• Must understand vague and implicit instructions, and react favorably in all work situations.
• Must be mentally adaptable and flexible in dealing with a variety of people.
• Emotional stability and personal maturity are important attributes in this position.
• Must be able to communicate providing verbal feedback in a professional manner

REQUIRED EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS:

• High School diploma or equivalent.
• Valid driver's license with good standing MVR.
• Minimum 1 years experience in automotive or agricultural repair.
• Must have basic knowledge and understanding of truck mechanical, electrical and hydraulic systems and have the ability to troubleshoot such systems.
• Proven sales skills. Excellent communication and customer service skills.
• Excellent follow-through skills.
• Bilingual candidates encouraged to apply.
• Professional, responsible and customer oriented at all times.
• Industry experience preferred.
• Understanding of manufacturer's specifications is a plus.
• Familiarity with automotive financing is a plus.
• Ability to successfully pass a Post-offer background check, physical and drug screening.

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