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Customer Service Technician

Spartan Motors, Inc. Charlotte Full-Time
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SUMMARY:

The Customer Service Technician position is responsible for answering incoming calls from end users, service centers, dealers, and original equipment manufacturers (OEMs) and working with service centers to complete repairs by providing instruction, approving / negotiating labor time and rates, and ordering and shipping parts in a timely manner, for Spartan’s various product lines including, but not limited to, emergency response bodies and chassis, motorhome chassis, and specialty vehicles.

JOB RESPONSIBILITIES:
• Answer incoming calls with professionalism and courtesy
• Resolve service questions related to maintenance, operation, service
center locations, warranty, road side assistance, etcetera
• 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, outside warranty and/or
department guidelines, to accommodate customers and avoid litigation
• 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

QUALIFICATIONS:
• Associates or Technical degree in related field preferred
• Minimum of three years’ experience in CALL CENTER STYLE customer service, customer
relations, and mechanical / electrical troubleshooting
• Possess, or be willing to obtain:
o Commercial Driver’s License, Class B
o ASE – Medium/Heavy Duty Truck certifications
• Bilingual skills preferred
• Excellent attendance
• Commitment to providing excellent customer support
• Strong and consistent attention to detail
• Self-motivated with the ability to stay on task
• Versatile, flexible, and a willingness to work within constantly changing
priorities
• Creative and innovative team player
• Intermediate computer skills are required
• Proficient in Microsoft Office Suite
• Capable of comprehensive listening (understanding the message(s) that is
being communicated)
• Proven knowledge (or ability to quickly learn) of Spartan’s products and
components - mechanical and electrical
• Sound judgment with the ability to make timely, and sometimes difficult,
decisions
• Able to effectively prioritize and execute tasks in a high-pressure
environment
• Strong:
o Communication skills, verbal and written
o Negotiation skills
o Organizational, problem-solving, and analytical skills
• Willing to:
o Maintain a flexible and extended work schedule as needed to
accomplish objectives
o Travel as needed

Spartan Motors Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability.
 

Skills required

Assembling
Machinery
Hydraulics
Preventive Maintenance
Perform Repair
Installations (Manual/Mechanical)

Location

Salary Estimator

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$42K
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Customer Service Technician
Estimated Salary: $57K
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Job ID: LS11723

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At Spartan Motors, understanding and planning for the road ahead is our business. Financial pressures are intensifying, budgets are tightening and productivity must be continually increased. At the same time, new technologies are forcing everyone to reconfigure old models and customize better and faster in order to stay competitive with relevant products. In today’s rapidly changing environment, companies are vulnerable unless they can offer better value, a new solution and more productivity.

At Spartan Motors, we understand that better than most. In our 41-year history, we’ve had to adjust to a changing climate as well. As one the largest vehicle-specific engineering, manufacturing, assembly, and service companies in the world, we challenge ourselves to know more, offer more, and apply more, so our customers get more. Our driving philosophy is to always improve our customers’ end game, and we charge every person who works here to contribute to that goal as well.

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