Technical Customer Service Representative I

Additional Locations:

Requisition ID: 28143

E-ONE manufactures custom and commercial fire trucks including pumpers and tankers, aerial ladders and platforms, rescues of all sizes, quick attack units, industrial trucks, and ARFF (aircraft rescue firefighting vehicles).

Established in 1974, E-ONE has grown to become an industry leader in just a few decades, and today employs more than 1,000 people who manufacture over 400 fire trucks per year. Innovation has been the companys driving force and continues to be the impetus behind its pursuit of innovative technologies. The result is state-of-the-art fire rescue vehicles recognized for superior firefighting and rescue capabilities.

E-ONE is part of Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RVs, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day.

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.
• Process work orders and help facilitate part shipments as needed

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 who is focused on providing exemplary customer service
• Demonstrates 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/or 2 years of production line-related work, ability to read blueprints
• Requires a basic understanding of heavy truck components (such as axles, engines, cooling systems, etc.), electrical systems including multiplex, hydraulic systems, body/cab components (such as latches, doors, bumpers, etc.), firefighting pump and plumbing systems.
• High school diploma or equivalent required.
• Mathematical ability is essential throughout the customer service and parts sales processes.
• Strong written and oral communication skills
• Practical computer experience is 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 50 pounds (office equipment, files, occasional fire parts from the warehouse/facility as needed).
• 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.

Terex Corporation 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 veterans status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. Terex Corporation 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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