POSITION SUMMARY
Performs a variety of technical duties to support customer base via developing solutions to accommodate customer’s requirements and improve product performance.
The ideal candidate will be experienced in working with customers to create solutions which support FOH and AC applications either on-site at customer location and/or through providing direction to Engineering Team for development. This person must be well organized, flexible and enjoy the challenges of supporting and maintaining customer relations through retrofitting applications, primarily at the customer’s site.
The ability to interact professionally with customers and staff members in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role. Written and verbal communication skills coupled with a strong sense for creative application design aptitude, prioritizing work and attention to detail are equally important.
ESSENTIAL FUNCTIONS
Essential duties and responsibilities may, but are not limited to, the following:
1) Interact with customers by developing standard application solutions for commonly used chassis, base vehicles (Ford F, E-series, MB Sprinter, Volvo, Freightliner, International etc.).
2) Works with customers to assess their application design requirements and defines the “specs”, products and accessories to fulfill the agreed upon requirements.
3) Based on agreed upon customer requirements, develop the scope of application delivery (standard kit, accessories, customer specific kit, customer specific parts, etc.) and quantify customer specifics through creating customer BOM (Bill of Materials) using WTNA systems.
4) Prepare all training and installation documentation necessary to appropriately provide customer support (pictures, schematics, drawings, presentations, etc.)
5) Acts as company interface to Engineering Team if application requirements requires additional design expertise.
6) Manage schedules of customer appointments, demands and schedules.
7) Additional duties as assigned.
MINIMUM QUALIFICATIONS
Equivalent to the completion of high school is required. 2-Year Technical / Vocational School certificate with 5+ years prior experience with vehicle heating and air conditioning responsibilities. ASE Certification required. Prior work experience in vehicle light/medium/heavy duty markets required; or an equivalent combination of education and/or training and/or experience that provides the following knowledge, skills and abilities.
Knowledge and proficiency of:
1) 12 / 24 volt electrical systems
2) Vehicle based heating and air conditioning systems
3) Machining and Fabrication experience desired
4) Strong customer servicing and problem diagnostic skills; well-versed in the creation of prototype and application solutions
5) Microsoft Office applications including Word, Excel, PowerPoint and Outlook
6) Current office practices, equipment and calendar/work scheduling
Ability to:
1) Interact and display interpersonal skills and professional demeanor
2) Be detail oriented
3) Be orderly, adaptable, professional, courteous, motivated and work well on their own or as a member of a team
4) Perform many tasks at once, and handle responsibilities that can change on a daily basis, prioritize and meet deadlines
5) Take responsibility and perform work utilizing independent judgment and initiative, making sound decisions and in developing application and design solutions to problems
6) Convey important info to customers, co-workers, superiors using strong verbal and written communication skills
7) Communicate clearly and concisely, both orally and in writing. Use independent judgment and initiative to interpret and follow oral and written instructions with attentiveness to detail
8) Tactfully and courteously respond to customer requests and inquiries
9) Maintain effective working relationships with those contacted in the course of work
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, work is primarily performed in both indoor and outdoor settings with extended periods at customer locations, or at a computer, on the telephone, sitting or standing. Outdoor working conditions will be required and are subject to external environment in which the employee working will be exposed. Employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to 100 pounds in order to move, lift and carry tools, products and materials. Employee will be working in confined and tight spaces and must have the physical ability to have full working motion (above head, below feet, crouching, extending, etc.)
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Basic communication skills such as talking, seeing, and hearing are needed for frequent person-to-person contacts, and telephone usage.
