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.

Customer Support Lead R36548
The Customer Support Lead will become an integral part of the business processes and strategies at Pierce Aftermarket. This role is focused on reducing machine downtime by expediting parts and providing expert consulting services, improving Pierce parts revenue, and driving operational efficiency. The Customer Support Lead ensures ongoing customer commitment to Pierce machines, services, and parts by playing a critical role in both customer service and dealer management. This position bridges the gap between frontline customer service representatives and senior management while maintaining high standards of service. The lead is responsible for managing dealer territories, mentoring team members, and collaborating cross-functionally to enhance customer satisfaction and contribute to business success. With a combination of leadership skills, product knowledge, and problem-solving capabilities, the Customer Support Lead will ensure the success of both the internal customer service team and external dealer relationships.

YOUR IMPACT:
These duties are not meant to be all-inclusive, and other duties may be assigned.

Ownership of Parts Issues: Take full responsibility for resolving parts-related issues across various departments to ensure timely solutions and minimize customer downtime.Dealer Parts Management: Analyze and address parts shortages in assigned dealer territories, identifying root causes and implementing corrective actions to maintain steady parts flow.Dealer Needs & Business Growth: Work with dealers to understand their needs and outside purchases, developing strategies to shift business to Pierce’s parts offerings.Cross-Department Collaboration: Actively collaborate with internal teams, including GPSC, Engineering, Operations, and Distribution, to support parts and service strategies that improve customer experience.Sales & Marketing Support: Support sales objectives and assist the parts marketing team in communicating, developing, maintaining, and troubleshooting parts programs and promotional initiatives.Operational Improvement: Work alongside operations and product platforms to identify inefficiencies and drive continuous improvement efforts in parts service and delivery.Escalation Management: Address and resolve complex customer inquiries or complaints escalated by frontline customer service staff.Stay Current with Industry Trends: Keep up to date on new product launches, company policies, and industry trends to provide accurate and helpful information to customers.Foster Positive Environment: Facilitate strong communication and maintain a positive work environment that motivates and encourages high employee morale.Customer Advocacy: Act as a customer advocate, providing valuable feedback to the company on customer needs, experiences, and opportunities for improvement.

MINIMUM QUALIFICATIONS:   

Bachelor’s degree and 6+ years of related experience OR 12+ years of related experienceAbility to travel up to 25% of the time.

                                                                                                                        

STANDOUT QUALIFICATIONS: 

Proven experience in customer support, particularly within parts sales and aftermarket services.Strong leadership abilities with the capability to mentor and motivate a team.In-depth knowledge of company products, services, and policies.Strong problem-solving skills and a proactive approach to addressing customer challenges.Excellent communication skills, both written and verbal, with the ability to interact effectively with customers, dealers, and internal teams.Experience in managing dealer relationships and analyzing parts sales performance.Ability to work independently, prioritize tasks, and manage time effectively.Strong attention to detail and commitment to ensuring high standards of service and efficiency.

WHY PIERCE? 

Moving the future forward is our priority and this includes your future. We encourage professional development and champion our employees’ success through various skills and training opportunities. Named one of the World’s Most Ethical Companies™ by Ethisphere Institute for six consecutive years, everything we do at Oshkosh is guided by our core values and the 15k+ team members around the world who embody them.  

We put people first. We do the right thing. We persevere. We are better together. 

We offer our employees an outstanding range of benefits, including:

Eligibility on Day 1 for medical, prescription, dental and vision insuranceUp to $10,000 each year for tuition reimbursement to allow you to further your education in a degreed program (Associates, Bachelor’s or Master’s degree programs)401k plan with company match, $.50 for every dollar up to 6%Competitive paid-time off plansCompany bonus plan, free life, short and long-term disability plansHealth Saving Account (HSA) with company contribution up to $1K per yearMany, many more!

Pay Range:

$91,800.00 - $153,200.00

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.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at corporatetalentacquisition@oshkoshcorp.com.

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.