Sr. Customer Support Specialist

Senior Customer Experience Support Representative

About Pierce, an Oshkosh company

At Pierce Manufacturing, we build trucks that protect people and communities around the world. To our team, there is no room for anything less than providing the absolute best. Since 1913, building truck bodies on Model T Ford chassis in an old converted church has evolved to creating highly customized, carefully designed and engineering pumpers, aerials, tankers and rescue units that have no equal. Today, you'll find more than 30,000 Pierce apparatuses on the road that are making a difference in people's lives, every day. To us, every step in the process of building our trucks is personal. From innovation and expertise, to the customization and service. Our trucks are designed to perform under the toughest conditions.

The Senior Customer Experience Support Representative contributes to our continued business success by providing unsurpassed customer service through the day-to-day operations and continued evolution of the "Pierce Experience" for the 10,000+ customers that visit annually. In addition, they will have personal and professional dedication to our Mission, Vision, and Values, and demonstrating a high level of integrity and ethical standards.

Your Impact

These duties are not meant to be all-inclusive and other duties may be assigned :

• Responsible for interacting and building relationships with dealers and customers
• Maintain up to date knowledge of all products, promotions, events, and general business information.
• Manage dealer requests, inquiries, to provide a high level of guest satisfaction while working independently to resolve dealer concerns and conflicts, in a timely, fair and equitable manner.
• Calculate and create the weekly blue floor truck inspection layout for 41 Assembly Blue Floor and Blue Floor West.
• Work with manufacturing to gain additional inspection space for customer in schedule overflow situations.
• Work with cleaning crew to make sure trucks are clean and ready for customer inspections in accordance with weekly schedule.
• Attend regular sales meetings and report on current blue floor status and upcoming events and inspections.
• Supervision of inspection areas to insure they are clean, orderly, and have all applicable supplies.
• Oversight of inspection area facilities needs and requests.
• Assist in any E-Pick up questions, operation, or IT issues.
• Assist in any blue floor conference room issues, HVAC, TV monitor, room arrangements, etc.
• When necessary, physically drive Pierce vehicles out / into scheduled inspection bays in all locations.
• Provide assistance in scheduling and setting up periodically company functions such as hiring events, new employee family night, employee meetings, new product demonstrations and introductions and specific department events.

Minimum Qualifications :

Standout Qualifications :

Working Conditions

The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

Pay Range : $56,600.00 - $88,400.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.