Technical Service Representative

The Role

We are seeking a Technical Service Representative to join our team and help drive our continued success. This role plays an important part in supporting our customers, strengthening our business, and contributing to the long-term growth of Douglas Dynamics.

How You'll Make A Difference

• Answer telephone calls, e-mails and letters from customers concerning products and complaints.
• Administer RMA claims in the warranty program including customer contact, data entry, disposition of claims and returned product. Some repairs of products returned under warranty and the development and maintenance of warranty reports are required.
• Must have Valid State driver's license, Ability to meet DOT requirements to operate a DOT registered vehicle, ability to obtain a passport for business travel outside the U.S., ability to be licensed to operate a fork truck
• Assist in the development/improvement of training materials, product displays, training aids and presentations. Train distributor/sub dealer personnel and end users at individual, regional and factory locations in product knowledge, troubleshooting and repair of all Douglas Dynamics Snow and Ice Equipment.
• Install, service and maintain Douglas Dynamics products on Regional Sales Manager demo vehicles. Provide Sales, Advertising and Marketing department with support for sales events and photo shoots requiring assembly and presentation of product.
• Participate in fit-up checks of current kits on new model/year trucks and assist the Innovations Department in field tests of newly designed products.
• Proofread all technical literature for content, grammar and clarity.
• Provide reports and file paperwork in a timely and orderly manner.

What This Role Needs

Education:

• Associate's degree or equivalent from two-year college or technical school; and/or high school diploma or equivalent. Six months to one year experience and/or training in hydraulic and 12V electrical systems preferred. Manufacturing experience is helpful but not required.

Related Skills and Knowledge:

• Understanding of the operation of machinery and equipment.
• Developing ability to utilize tools such as drills, grinders, welder, etc.
• Developing ability to troubleshoot and repair snow and ice removal equipment manufactured and marketed by Douglas Dynamics.
• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
• Able to apply concepts of basic algebra and geometry as required.

Development and Growth:

• Developing ability to apply complex product and industry-specific topics and leverage the material to successfully service internal and external customers as part of the Essential Duties and Responsibilities as outlined in this Job Description.
• Follow and utilize departmental Standards of Work.
• Participate in the creation, revision, and release of Standards of Work.

Quality Focus:

• Developing ability to efficiently and accurately record data such as RMAs, Complaint Records, Warranty Registration, and other relevant data.
• Developing ability to successfully maintain and contribute to 5S goals
• Developing ability to articulate the significance of Lean concepts and 5S to the overall health and success of the business.

Communication/Interpersonal Skills:

• Communicates efficiently, effectively and professionally as perceived by the internal and external customers.
• Demonstrated ability to consistently maintain a high level of energy and enthusiasm that is undeniably perceived by internal and external customers.
• Demonstrated ability to accept and support changes in procedures, products, and services and offer constructive feedback throughout the developmental process.
• Demonstrated ability to work effectively with wide-ranging personality.
• Demonstrated ability to operate effectively in a team environment across discipline and geographical boundaries.
• Developing ability to read and interpret documents such as operating and maintenance instructions, procedure manuals, electrical and hydraulic schematics, and safety rules.
• Developing ability to speak effectively before the public and distributor/dealer personnel.

Computer Skills:

• Developing ability to utilize multiple computer software programs including Microsoft Office Products.
• Developing ability to effectively utilize ERP system and proprietary software to conduct searches, answer questions, produce reports, provide warranty details, etc.
• Developing ability to effectively utilize CRM software to conduct searches, answer questions, produce reports, and record relevant customer interactions.
• Developing ability to navigate and utilize company and related industry websites, directories, and software such as Warranty Database, Match programs, etc.
• Developing ability to educate and train customers on company and industry related websites and software to nurture and grow customer development.
• Developing ability to read and interpret specifications and drawings.

Decision Making/Judgement:

• Demonstrated ability to think logically and practically before making decisions.
• Consistently seek advice when appropriate.
• Demonstrated ability to maintain confidentiality when required.

Conflict Resolution:

• Developing ability to fully resolve heated disputes with internal and external customers utilizing a diplomatic approach that does not jeopardize the overall relationship.

Product and Technical Knowledge:

• Developing ability to retain and apply concepts learned during Intermediate Service School training.
• Developing product knowledge via the on-boarding process.

Manufacturing and Industry Knowledge:

• Developing ability to understand and apply knowledge of manufacturing and quality control standards in relation to welding, fabrication, etc.
• Developing ability to understand sales forecasting, production scheduling, and supply chain.

Leadership and Development:

• Demonstrated desire and accompanying performance to continuously grow and improve skill set and add value to the organization.

What We Offer You

• A fulfilling career with the opportunity to contribute to an industry leader
• Competitive salary commensurate with experience
• A comprehensive benefits package
• Generous 401(k) match
• Profit sharing for all full-time employees
• Ongoing learning and development opportunities, including access to Douglas Dynamics University (DDU)

At Douglas Dynamics, we don't just talk about improvement we live it. We're committed to creating an environment where people can grow, ideas are encouraged, and learning never stops. Your development matters here, and we are invested in helping you build a rewarding career.

Don't meet every requirement? Studies show that women, people of color, and historically underrepresented talent are less likely to apply unless they meet every qualification. At Douglas Dynamics, we are committed to building a diverse, inclusive, and authentic workplace and we encourage you to apply.

Douglas Dynamics, LLC is an Equal Opportunity Employer and does not discriminate against qualified applicants based on race, color, sex, age, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.