What are the responsibilities and job description for the Customer Service Tech position at theshyftgroup?
As the Customer Service Technician for Spartan® RV Chassis (an Aebi Schmidt Group brand) based in Charlotte, MI, you will be responsible for answering incoming calls from end users, service centers, dealers, and original equipment manufacturers (OEMs).
You will also partner with service centers to complete repairs by providing instruction, negotiating and approving labor time and rates, and ordering and shipping parts in a timely manner.
Core Responsibilities
- Answer incoming calls with professionalism and courtesy
- Resolve service questions related to maintenance, operation, and warranty
- Assist service centers and technicians with field service and warranty matters, including troubleshooting
- Facilitate appropriate course of action for product repair
- Partner cross-functionally to solve problems affecting OEMS, dealers, service centers, and end-users
- Arrange for remote service work or towing for a product that may disabled
- Utilize the ERP system to track case information and establish warranty direction
- Analyze and authorize charges for work conducted by service centers
- Process warranty part orders and Return Material Authorizations (RMAs)
- Process campaigns and recalls and maintain the Technical Service Bulletins