LD Technical Product Consultant

About the position

Part of Dover Corporation's Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift, Chief, Forward, Direct-Lift, Ravaglioli, Hanmecson, Revolution, Elektron, Blitz, Nogra, Butler, Space and Sirio. This position is responsible for responding to diverse customer needs through effective telephone and written correspondence focusing on Service to our Customers. The individual will provide support to the Supervisor, execute necessary reporting responsibilities, and perform related field reporting problem analysis. The candidate must demonstrate a sense of urgency and a helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish.

Responsibilities

• Troubleshoot problems of technical, mechanical and applications nature to solve customer issues.
• Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.
• Respond to telephone calls, mailed and faxed requests, to effectively address customer needs and handle job related inquiries.
• Initiate outgoing calls as required following up on customer requests and clarifying customer expectations.
• Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
• Initiate credit requests as required.
• Initiate return goods, 'RG's', research and expedite unauthorized returns, and follow through on final disposition.
• Analyze warranty claims, process invoices; maintain follow up files and communicate results to the operations.
• Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
• Handle any problems regarding payment of commission and commission changes.
• Respond to inbound telemarketing opportunities by discussing products and services offered and persuading the customer to buy.
• Perform inbound/outbound tele-qualifying of sales leads referring the leads to DBM.
• Support and or facilitate VSG training programs.
• Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.
• Express thoughts clearly, both orally and in writing, using good grammar. Present concise, well organized reports.
• Work with other employees willingly and in a spirit of cooperation and teamwork.
• Identify and communicate suggestions for work improvements. Use technical/analytical abilities to assure existing work practices are the most efficient and cost effective possible.
• Accept responsibility and accountability for both the strategic planning and the successful implementation of all projects/programs/duties.

Requirements

• High school graduate or equivalent; college degree in Business, Communications, or Marketing preferred.
• 2+ years work experience in mechanical/technical service areas and/or customer service.
• Working knowledge of personal computers required.
• Knowledge of sales principles essential.
• Technical or vocational training of mechanical/technical nature desired.
• Foreign language skills preferred.

Nice-to-haves

• Experience in a customer service role within the vehicle service industry.
• Familiarity with warranty claims processing and invoicing.

Benefits

• 401(k) savings plan with employer contributions
• Medical, dental and vision insurance
• Wellness programs
• Health savings account
• Health care and dependent care flexible spending accounts
• Company paid short-term disability and long-term disability
• Company paid employee basic life and AD&D insurance
• Supplemental employee and dependent life insurance
• Optional accident, hospital indemnity and critical illness insurance
• Adoption, surrogacy, and fertility benefits and assistance
• Commuter benefits
• Parental, military, jury duty, and bereavement leaves of absence
• Paid time off, including 11 paid holidays per calendar year
• Paid vacation days beginning at 80 hours annually
• 24 paid sick leave hours annually or as provided under state and local paid sick leave laws
• Tuition assistance
• Business travel services
• Employee discounts
• Employee assistance program that includes company paid counseling sessions and legal services.