Job Summary

Sutphen Corporation, founded in 1890, is a manufacturer of Emergency Fire Firetrucks. The oldest continuously family owned and operated fire truck manufacturer in the country.

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 132 years.

Our Urbana, Ohio location is expanding our workforce, and we are seeking A Fire Truck Technical Support Specialist to join our amazing team! If you are an organized and focused individual that can 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 job could be a great fit for you!

Benefits include:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Essential Job Functions

Our ideal candidate would:

The Technical Specialist shall 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

Physical Requirements

• While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle, finger or feel objects, tools, or controls. Occasionally the employee must kneel or crouch, reach with hands and arms; climb stairs, balance, and talk and hear.
• The employee must occasionally exert or lift up to 50 pounds. Lifting devices, overhead cranes, and the use of the “Buddy System” is available.
• Successful performance requires specific vision abilities that include close vision; distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Heat levels on occasion during the summer months can be more than moderate.
• The noise level in the work environment is usually moderate.
• Required safety items are provided and must be worn by the employee when performing his/her duties.