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Rev · 1 day ago

Specialist Technical Support

Charlotte, MI

Full-time

Onsite

New Grad, Entry Level

0+ years exp

REV Group is a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. The Specialist Technical Support position involves providing customer service support, troubleshooting issues, and coordinating repairs for Spartan Fire’s product lines.

Artificial Intelligence (AI)Developer APIsMobile AppsSoftwareSpeech Recognition

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, road side assistance

Actively participate in the resolution of field service / warranty matters, including trouble shooting 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 disabled

Collect, document, and follow-up with information/cases in the ERP system

Communicate with other cross-functional teams (manufacturing, engineering, materials, purchasing, sales, etcetera) 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 Return Material Authorizations (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 TSB’s, as assigned

Solve complex problems with minimal assistance

Other tasks as assigned

Qualification

Customer serviceMechanical troubleshootingElectrical troubleshootingCommercial Driver’s LicenseASE certificationsBilingual skillsComputer skillsMicrosoft Office SuiteAnalytical skillsCommunication skillsNegotiation skillsOrganizational skillsProblem-solving skills