Technical Product Consultant
Company: Dover Corporation
Location: Madison
Posted on: March 20, 2023
Job Description:
Press Tab to Move to Skip to Content Link 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.Position: Technical Product ConsultantSUMMARY:
Respond to diverse customer needs through effective telephone and
written correspondence focusing on Service to our Customers.
Provide support to Supervisor, and execute necessary reporting
responsibilities and perform related field reporting problem
analysis. Individual -must -demonstrate a sense of urgency and
helpful demeanor with all internal and external customers, taking
ownership of all duties from start to finish. This position is
responsible for order entry, verbal and written communication with
distributors, national accounts, sales representatives and internal
personnel within the designated area of responsibility.ESSENTIAL
JOB FUNCTIONS INCLUDE:
- 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.
- Ethics & Work Standards: Maintain the highest ethical and work
standards, while promoting the same attributes in co-workers and
others. Insure that all business activities - with both internal
and external customers - be performed with a professional demeanor
and that all participants be held accountable to this high
standard.
- Communication: Expresses thoughts clearly, both orally and in
writing, using good grammar. Presents concise, well organized
reports. Listens to understand input, feedback and concerns.
Provides complete information in an open, honest, and
straight-forward manner. Responds promptly and positively to
questions and requests.
- Teamwork/Relationships: Works with other employees willingly
and in a spirit of cooperation and teamwork. Supports cooperation.
Demonstrates a commitment to the entire business and is supportive
of all initiatives (company and departmental) to help grow Vehicle
Service Group's business in the U.S. and abroad. Cooperates fully
with others to achieve organizational goals. Is tactful, courteous,
and considerate. Embraces a positive outlook. Is respected and
trusted by others.
- Continual Improvement and Problem Resolution: Identifies and
communicates suggestions for work improvements. Uses
technical/analytical abilities to assure existing work practices
are the most efficient and cost effective possible. Performs
root-cause analysis and implements viable, permanent solutions to
problems. Works with both internal and external customers to
develop solutions which meet company-wide needs and objectives.
Applies a sense of urgency to resolve problems or create
opportunities that will increase productivity and create value.
Shares best practices with other employees across the
business.
- Accountability: Accepts responsibility and accountability for
both the strategic planning and the successful implementation of
all projects/programs/duties as outlined in this job description.
Advises supervisor of concerns, problems and progress of work in a
timely manner. Demonstrates a sound balance between quality and
quantity of work while maintaining a sense of urgency toward
completion. Deadlines are met. MARGINAL JOB FUNCTIONS INCLUDE:
- Participate on teams to improve VSG processes and better serve
customers.
- Maintain and control warehouse inventories and assign F.O.B.
points to orders based on order requirements.
- Participate in sales and operations meetings, training, etc. as
required.
- Travel as required.
- Draft "knowledge base articles" and "Sales Bulletins" on own
initiative.
- All other duties as assigned by Supervisor.CONTACTS (Internal
and External): -Heavy telephone, written, and/or personal contact
with customers, National Accounts, Distributors, Representative and
Company personnel, identifying products, field service warranty
claims, obtaining credit information, securing payment and
resolving disputed balances, etc. Regular telephone, personal, or
computer contact with Engineering, Sales, Traffic, etc., providing
or securing information, coordinating activities, etc.JOB
SPECIFICATIONS:
- Education: High school graduate or equivalent. Knowledge of
sales principles essential. College degree in Business,
Communications, or Marketing preferred. Technical or vocational
training of mechanical/technical nature desired.
- Experience: -2+ years work experience in mechanical/technical
service areas and/or customer service. Working knowledge of
personal computers required. Foreign language skills
preferred.
- Supervision: -Works under limited supervision. Predominantly
handles matters on own initiative.
- Responsibility: -Exercises high degree of judgment.
Questionable matters referred to Supervisor, or Manager.
-The above description represents a general synopsis of the
principal functions of the job and should not be construed as a
comprehensive listing of all requirements that may be inherent in
the job. We consider several job-related, non-discriminatory
factors when determining the pay rate for a position, including,
but not limited to, the position's responsibilities, a candidate's
work experience, a candidate's education/training, the position's
location, and the key skills needed for the position. Pay is one of
the Total Rewards that we provide to compensate and recognize
employees for their work. All qualified applicants will receive
consideration for employment without discrimination on the basis of
race, color, religion, sex, sexual orientation, gender identity,
national origin, protected veteran status, disability, age, genetic
information, or any other factors prohibited by law.
Keywords: Dover Corporation, Madison , Technical Product Consultant, IT / Software / Systems , Madison, Wisconsin
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