Position Summary

Rehrig Pacific Company’s Integrated Solutions Technical Representative will specifically be tasked with managing the technical support processes for all Fusion Delivery Equipment. This would include everything from both manual and powered equipment. This position within Rehrig Pacific Company’s Integrated Solutions team, is highly cross-functional with Sales, Procurement, Operations, and New Product Development Teams.

Area of Accountability and Core Performance Behaviors

Living Our Values

• Embrace Rehrig Pacific’s Mission, Values and Vision. Use these as guidelines for your everyday work

Collaborates and Customer Focus

• Fusion Technical Support
  • Manage all customer inquiries for powered offerings as it relates to issues, troubleshooting and warranty claims
  • Be the primary customer contact for all technical support and troubleshooting for all Fusion systems
  • Manage all product warranty processing and return requests
• Provide technical support to the greater Integrated Solutions Team
  • Onboarding service providers during the pre-sale and post-sale processes
  • Support service dispatching for other solutions outside of material handling
• Manage the relationships with Rehrig Pacific’s 3rd party service provider network
  • Collect and submit needed forms for onboarding set up into Rehrig Pacific’s systems
  • Support 3rd party training virtually as needed
  • Manage service dispatching – defining scope of work, issuing POs and data collection for issues tracking / warranty claims
• Utilize our ERP to manage Support Services for our Customers

Drives Results, Situational Adaptability and Decision Quality

• Manage support cases to capture and analyze our systems data for trends
  • Lead cross-functional data sharing of trends to NPD, Procurement and Quality teams
• Manage warranty claim reimbursement between Rehrig Pacific suppliers for all Fusion systems
• Strengthen the customer in-field support strategy as directed by the category
• Help evaluate the market need for internal service teams
• Review current processes to identify gaps and put improvements in place

Self-Development

• Actively engage in learning to improve communication, presentation, and technical skills

Qualifications

• Bachelor’s Degree, or equivalent work experience, preferably in Engineering or another technical field
• Minimum of 2 years of experience in Engineering, Project or Systems Management
• Material handling equipment experience is preferred
• Strong technical aptitude of mechanical and electrical systems
• Ability to quickly adapt and learn all Rehrig Pacific’s new and existing products with ease and professionalism
• Ability to work independently and autonomously in a fast-moving environment
• Proven ability to develop and implement processes from the ground up
• Ability to manage multiple projects and work collaboratively with cross-functional teams
• Ability to hold yourself and others accountable to meet commitments
• Position will require a maximum of 25% travel
• Ability to lift 50 lbs.