WHO WE ARE:

Douglas Dynamics is North America’s premier manufacturer and upfitter of work truck attachments and equipment. Our belief is that our employees and culture are just as important to the company as serving our customers. We place a high value on building a team and working environment where individuals can succeed professionally and personally. As a team member at Douglas Dynamics, you can expect to make a difference through your work, to have a direct impact on the achievement of a very meaningful mission to serve our customers, to advance your career, and to have room for fun and fulfillment in your daily life.

We would love to have you join our team, where we offer top notch benefits, multiple avenues for advancement and a great working environment.

HOW WE DO IT:

Grow, Improve, and Engage is our focus as an organization to ensure we succeed by executing the right things. These are our Core Values and are How We Win in the marketplace. The Winning Behaviors are what each Douglas Dynamics employee does to support the success of our company. They are the expectations of all of us to help ensure we focus on winning as an organization the right way! Our Winning Behaviors are:

• Be Customer & Results Driven
• Anticipate the Possibilities
• Collaborate & Care
• Communicate Responsibly
• Develop Self & Others
• Get Better Every Day

We are seeking a Technical Service Representative.

WHAT WE OFFER YOU:

• A fulfilling career with the ability to contribute to an Industry leader
• A comprehensive suite of benefits
• Competitive salary commensurate with experience
• A generous 401k match
• Profit sharing for all full-time employees

HOW YOU'LL MAKE A DIFFERENCE:

• Answer telephone calls, e-mails and letters from customers concerning products and complaints.
• Administer RMA claims in the warranty program including customer contact, data entry, disposition of claims and returned product. Some repairs of products returned under warranty and the development and maintenance of warranty reports are required.
• Must have Valid State driver's license, Ability to meet DOT requirements to operate a DOT registered vehicle, ability to obtain a passport for business travel outside the U.S., ability to be licensed to operate a fork truck
• Assist in the development/improvement of training materials, product displays, training aids and presentations. Train distributor/sub dealer personnel and end users at individual, regional and factory locations in product knowledge, troubleshooting and repair of all Douglas Dynamics Snow and Ice Equipment.
• Install, service and maintain Douglas Dynamics products on Regional Sales Manager demo vehicles. Provide Sales, Advertising and Marketing department with support for sales events and photo shoots requiring assembly and presentation of product.
• Participate in fit-up checks of current kits on new model/year trucks and assist the Innovations Department in field tests of newly designed products.
• Proofread all technical literature for content, grammar and clarity.
• Provide reports and file paperwork in a timely and orderly manner.

WHAT THIS ROLE NEEDS:

Education:

• Associate’s degree or equivalent from two-year college or technical school; and/or high school diploma or equivalent plus six months to one year experience and/or training in hydraulic and 12V electrical systems. Manufacturing experience is helpful but not required.

Related Skills and Knowledge:

• Understanding of the operation of machinery and equipment.
• Developing ability to utilize tools such as drills, grinders, welder, etc.
• Developing ability to troubleshoot and repair snow and ice removal equipment manufactured and marketed by Douglas Dynamics.
• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
• Able to apply concepts of basic algebra and geometry as required.

Development and Growth:

• Developing ability to apply complex product and industry-specific topics and leverage the material to successfully service internal and external customers as part of the Essential Duties and Responsibilities as outlined in this Job Description.
• Follow and utilize departmental Standards of Work.
• Participate in the creation, revision, and release of Standards of Work.

Quality Focus:

• Developing ability to efficiently and accurately record data such as RMAs, Complaint Records, Warranty Registration, and other relevant data.
• Developing ability to successfully maintain and contribute to 5S goals
• Developing ability to articulate the significance of Lean concepts and 5S to the overall health and success of the business.

Communication/Interpersonal Skills:

• Communicates efficiently, effectively and professionally as perceived by the internal and external customers.
• Demonstrated ability to consistently maintain a high level of energy and enthusiasm that is undeniably perceived by internal and external customers.
• Demonstrated ability to accept and support changes in procedures, products, and services and offer constructive feedback throughout the developmental process.
• Demonstrated ability to work effectively with wide-ranging personality.
• Demonstrated ability to operate effectively in a team environment across discipline and geographical boundaries.
• Developing ability to read and interpret documents such as operating and maintenance instructions, procedure manuals, electrical and hydraulic schematics, and safety rules.
• Developing ability to speak effectively before the public and distributor/dealer personnel.

Computer Skills:

• Developing ability to utilize multiple computer software programs including Microsoft Office Products.
• Developing ability to effectively utilize ERP system and proprietary software to conduct searches, answer questions, produce reports, provide warranty details, etc.
• Developing ability to effectively utilize CRM software to conduct searches, answer questions, produce reports, and record relevant customer interactions.
• Developing ability to navigate and utilize company and related industry websites, directories, and software such as Warranty Database, Match programs, etc.
• Developing ability to educate and train customers on company and industry related websites and software to nurture and grow customer development.
• Developing ability to read and interpret specifications and drawings.

Decision Making/Judgement:

• Demonstrated ability to think logically and practically before making decisions.
• Consistently seek advice when appropriate.
• Demonstrated ability to maintain confidentiality when required.

Conflict Resolution:

• Developing ability to fully resolve heated disputes with internal and external customers utilizing a diplomatic approach that does not jeopardize the overall relationship.

Product and Technical Knowledge:

• Developing ability to retain and apply concepts learned during Intermediate Service School training.
• Developing product knowledge via the on-boarding process.

Manufacturing and Industry Knowledge:

• Developing ability to understand and apply knowledge of manufacturing and quality control standards in relation to welding, fabrication, etc.
• Developing ability to understand sales forecasting, production scheduling, and supply chain.

Leadership and Development:

• Demonstrated desire and accompanying performance to continuously grow and improve skill set and add value to the organization.

Our focus on integrity, teamwork, and high performance creates an ideal work environment for every one of our employees.

We offer competitive salaries, benefits, and opportunities for personal and professional growth. Discover our opportunities and come see all the ways you can do more at Douglas Dynamics.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Douglas Dynamics we are dedicated to building a diverse, inclusive and authentic workplace.

As an Equal Opportunity Employer, Douglas Dynamics, LLC does not discriminate against qualified applicants in hiring based on race, color, sex, age, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law.