RTC Technical Specialist - Springfield Remanufacturing Corp

The Technical Specialist will strive to generate repeatable sales by offering world-class service to ALL customers. Exceeding the customer’s expectations and preferences through continual interaction with the customer and effectively communicating to the appropriate departments in order for the Company to promptly respond to the needs of the customer is required to succeed.

The Technical Specialist’s interactions include, accepting orders, expediting, servicing complaints, and ensuring order fulfillment. Collecting the customer expectations, preferences, and even disappointments so the Company can use this information to enhance the customer’s experience is critical to creating repeat customers and a sustainable business., * Build trusted relationships with customers and dealers through proactive communication, follow-up, and service support.

• Support sales and profit goals by promoting SRC’s product and service offerings and assisting with program specials, inventory reduction opportunities, new product introductions, and customer education.
• Confer with customers by phone or in person to provide product and service information, accept orders, resolve complaints, and follow up on customer needs.
• Provide technical support for diesel or natural gas power units, including installation, application, and general service assistance.
• Take orders for finished goods, parts, and services; enter customer interactions, transactions, inquiries, complaints, comments, and actions taken into CRM.
• Provide product pricing to customers following the guidelines established in the Company’s Pricing Policy.
• Expedite orders, assist with warranty issues, and coordinate customer claim follow-up through full resolution.
• Handle technical questions from the customer base or coordinate with the Technical Support Team as needed, ensuring follow-up through resolution.
• Gather competitive data, market feedback, customer expectations, preferences, and dissatisfaction indicators on customer calls.
• Establish leads and appointments for Account Managers and communicate new opportunities, customer issues, product feedback, and service improvement ideas to management.
• Maintain strong product, customer, and competitor knowledge in order to maximize value to the customer base.
• Assist with customer visits, dealer universities, and other educational services that help grow sales.
• Participate in and support Open Book Management and recognize the responsibilities of being an employee-owner.
• Minimal overnight travel of varying lengths may be required, less than 20%.

• Bachelor’s degree in Sales and Marketing, Business, or a related field; equivalent experience considered.
• Natural Gas, Diesel, or Automotive Engine experience preferred.
• Complete understanding of the manufacturing and delivery process and timetable to satisfy customer needs without compromising product quality.
• Strong interpersonal skills and ability to build relationships with fellow employees, potential customers, and current customers.
• Excellent organizational skills, attention to detail, follow-through, and ability to manage multiple priorities.
• Computer proficiency with Excel, Word, Access, and Outlook.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• 401(k) 5% Match
• Employee stock ownership plan
• Paid holidays, * Exceptional health benefits
• Vacation and Holiday pay
• 5% 401(k) Match
• 100% Employee-Owned
• Outstanding Company Culture
• 100% Tuition Reimbursement
• ESOP Program