Customer Support Coordinator

About JLG an Oshkosh company

JLG began in 1969 when our founder John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment training opportunities and trusted support within the access industry. We are a global company and our productsincluding mobile elevating work platforms telehandlers utility vehicles and accessoriescan be found all over the world.

As a Customer Support Coordinator in Aftermarket you will administer and coordinate warranty retrofits and service reports truck records of vehicles parts and products. May serve as a liaison between customers and the company in providing information concerning vehicles warranty service reports suppliers field representatives pricing government contracts scheduling billing shipping quality sales monitoring sales opportunities forecasting and as directed.

YOUR IMPACT

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

• Manage the order to cash process for the service.
• Follow up with internal and external partners/customers.
• Plan and coordinate service partners and oversee service technicians daily in coordination with the external customers.
• Quote and coordinate major repairs and refurb projects.
• Maintain data parts and quotes with service providers and external customers.
• Organize coordinate and document technical and safety training for internal and external customers; connect with training providers and/or clients.
• Support parts related questions; provide parts shipment information and by using the appropriate methods tools procedures and guidelines.
• Liaison with parts coordination team ensures that all customer questions are answered.
• Provide various reports including data entry of warranty claims and administrative support to the team as needed.
• Work on continuous improvements and projects.
• Provide accurate and up to date information.

MINIMUM QUALIFICATIONS

• High School Diploma or GED and one (1) or more years of relevant experience; or previous contracting experience with Oshkosh Corporation; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Ability to travel up to 10% of the time.

STANDOUT QUALIFICATIONS

• Relevant experience in planning administrative or customer service.
• Proficient in Microsoft Office Suite; Word PowerPoint SharePoint etc.
• Experience working with enterprise resource planning (ERP) system.
• Basic technical understanding.
• Prior experience in automotive or heavy-duty equipment.

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

• This role is primarily performed in a professional office environment with standard lighting ventilation and temperature-controlled settings.
• Duties are largely sedentary requiring extended periods of sitting and using a computer and telephone.
• Visual acuity to operate a computer and read documents is required along with auditory ability to participate in virtual and in-person meetings.
• Occasional movement within the office environment is necessary including walking short distances standing or reaching for files.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.