Job Summary

Sutphen Corporation is the oldest continuously family-owned and operated fire truck manufacturer in the United States of America.

With a mission to build the safest, most reliable fire trucks in the world, Sutphen has manufactured emergency fire apparatus for fire departments all over the country for more than 133 years.

Sutphen is seeking a technical specialist to join our growing team in Urbana, Ohio.

In this role, you will Identify, investigate, and resolve user/owner problems, manage field support calls, chat, email, and/or other communication from customers and service technicians with inquiries regarding their fire truck. This position works closely with many aspects of the organization including technical support, operations, outside vendors, and our customers to offer quality service for our fire apparatus.

Why Join Team Sutphen?

• Safety is our priority
• Family-owned and operated
• First shift operation 
• High-quality and extremely affordable benefit packages
• A collaborative and challenging environment fostering high engagement and retention
• We have fun building the highest quality product that saves lives and property

Essential Job Functions

Our ideal candidate would:

Be a customer focused, results driven associate committed to supporting global customers and our dealer network to resolve a myriad of technical issues. The Technical Specialist shall not only serve as the primary contact for customer support needs but will also assist with internal technical support including in-field repairs, and diagnostic issues. Qualified candidate should have basic working knowledge of electricity, plumbing, welding, fabrication, hydraulics, pneumatics and understand blueprints and reading schematics.

Essential Tasks: 

• Facilitate all incoming customer service calls technical support through CRM.
• Availability for afterhours Tech Support calls.
• Support dealer network, Sutphen technicians and end-users with diagnostic troubleshooting and repairs.
• Work closely with Warranty, Mfg., Engineering and Purchasing to find solutions to isolated and reoccurring issues.
• Work with Shop/Field advisor to schedule work in the shop and field when necessary.
• Maintain all software and hardware tools needed for proper diagnosis of in-house and road repairs.
• Assist Engineering to help maintain a schematics library to ensure service has the most up to date drawings.
• Work with other Managers within the corporation to ensure a cohesive business structure.
• Support Parts Department when they need help identifying specific parts needed.
• Assist with service and warranty functions as needed.
• Support department needs in completing Administrative functions as required.
• Display responsible behaviors including attendance & punctuality, attention to detail & following directions.
• Open to change (positive or negative) & diverse perspectives.
• Work cooperatively with others to complete job assignments & resolve conflicts.
• Plan & prioritize work to manage time effectively & accomplish assigned tasks.
• Demonstrate a willingness to work and a commitment to effective job performance.
• Act on one’s own, take notes on OJT and follow through to get the job done.
• Demonstrate the ability to work effectively with others and maintain a socially acceptable demeanor.
• All workmanship to comply with established company standards.
• Accountable to deadlines
• Support a positive work atmosphere through professional and effective communication with co-workers, customers, business partners, and management
• Act and make decisions with Sutphen’s Core Values top of mind (Innovation, Integrity, Teamwork,
• Respect, Quality, and Accountability)

Education, Skills, and Abilities

• Efficient in Microsoft office (Word, PowerPoint, Excel, Outlook, D365)
•  Experience with ERP and CRM systems
•  Accountable to meeting deadlines, goals, and objectives.
•  Maintain a neat, organized, and professional work environment
• Operate and conduct business activities with safety first