Job Description

Field Technical Support Representative - Fire Truck

Electrical/Mechanical/Diesel Fire Truck Technician

Perform functions that include effective communication and support to dealers and customers, takes an active role in the delivery of the vehicle to the customer, and provide training to customers in the recommended operation and maintenance of the vehicle’s components and systems. Perform in-house training for dealers, customers and factory personnel.

ESSENTIAL FUNCTIONS:

• Assist in resolving service and parts problems, project and maintain a professional image

• Disseminate technical information and act as a liaison for dealers and customers

• Frequent travel may be required to various areas

• Interact with dealers, customers, and vendors in consultation on installation or application problems and to qualify processes or component products.

• Carry out policies and programs and assisting with tasks such as delivery of new vehicles, aftermarket parts sales, resolving unusual problems, service and maintenance and other matters needing the Service Department’s participation.

• Administer company policies and procedures for functional responsibility and related activities

• Work directly with the Service Department to coordinate delivery to customer

• Review shop order for completeness of components and accessories

• Troubleshoot and initiate any corrective measures, document any shortages and follow up

• Provide necessary training to customer personnel and establish relationships to encourage brand loyalty

• Arrange for periodic vehicle inspections

• May assist Service Department in resolving any difficult field repairs

• May assist in development of training resources, including manuals, videos, etc. from parts suppliers; hands-on materials such as mockups of systems or cut-aways of parts used on vehicles.

• May work with others in preparation and review of technical documentation materials produced by the Technical Publications Department.

• Provide continuous follow-up to problem areas identified

• Initiates and prepares engineering changes

• Prepares and distributes training aids such as instructional materials, handouts, evaluation forms, and visual aids

• Administers and evaluates training program qualification tests and determines eligibility of prospective attendees

• Assists with designing and administering training and development surveys to determine effectiveness of training programs.

• Contacts attendees and department representatives about training programs

• Prepares and distributes training aids such as instructional materials, handouts, evaluation forms, and visual aids

• Provides input for identifying present and future training needs by assisting with coordinating and conducting needs analysis.

• Writes material for new training programs; reviews, evaluates, and modifies existing and proposed programs and recommends appropriate changes.

• Contacts attendees and department representatives about training programs

MINIMUM REQUIREMENTS:

• High school diploma

• Must have a high mechanical aptitude, good teaching, oral and written communication skills

• Broad knowledge of multiple disciplines such as mechanics, plumbing, electrical, paint, body repair, and hydraulics

• Proficient computer skills and strong customer relations

• Two (2) years of college or trade school, specializing in mechanic, electrical, hydraulics, or engines or minimum of five (5) years experience in field service or on E-ONE fire apparatus.

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