Technical Product Consultant
Company: Dover Corporation
Location: Madison
Posted on: March 19, 2023
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Job Description:
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 Consultant SUMMARY: 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. Nearest Major Market: Bloomington
Indiana Nearest Secondary Market: Seymour Job Segment: Marketing
Consultant, Telemarketing, Inside Sales, Consulting, Field Service,
Marketing, Sales, Service, Manufacturing
Keywords: Dover Corporation, Louisville , Technical Product Consultant, Other , Madison, Kentucky
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