About Oshkosh Defense, an Oshkosh companyOshkosh Defense stands behind those who dedicate their lives to protecting others.  As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems.  We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.The experienced and highly skilled Customer Support Lead will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the construction or manufacturing industry. This role will exhibit mastery skills of all duties within the department. This role involves leading a team with minimal guidance from the Manager/Director across diverse focus areas and new departmental initiatives.YOUR IMPACTThese duties are not meant to be all-inclusive, and other duties may be assigned:<ul><li>Deliver "best in-class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.</li><li>Own and lead the end-to-end International Order Management process, ensuring accuracy and timely execution.</li><li>Prepare monthly financial forecasts and conduct root cause analysis of variances to support informed decision-making.</li><li>Manage export shipments to international customers in compliance with current Incoterms and regulatory requirements.</li><li>Stay up to date on equipment, models, and systems relevant to order management and product research.</li><li>Demonstrate understanding, retention, and organization of information provided by the department.</li><li>Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.</li><li>Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.</li><li>Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.</li><li>Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.</li><li>Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support.</li><li>Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).</li><li>Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.</li><li>Offer to participate in new initiatives or existing tasks as they become available.</li><li>Participate in training efforts for onboarding new Team Members and the continued education of existing team members.</li><li>As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.</li><li>Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.</li><li>Demonstrate the ability to mentor less experienced team members and serve as a role model. being regarded as a go-to person by colleagues.</li><li>Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments.  The goal is to ensure organized, accurate and timely dissemination of information regarding parts.</li><li>Demonstrate proficiency in resolving escalated issues to completion.</li><li>Lead training efforts for onboarding new Team Members and the continued education of existing team members.</li><li>Be recognized as a key go-to expert in a specify area within the department.</li><li>Facilitate and/or lead segments of departmental meetings</li><li>Represent the Parts Contact Center in cross-functional meetings to advocate for the department's and customers' best interest.</li><li>Lead initiatives within the department under management direction.</li><li>Lead and direct a team with minimal guidance from the Manager/Director across diverse focus areas.</li><li>Lead the department's continuous improvement initiatives and maintain related documentation.</li><li>Respond promptly and professionally to complex customer inquiries via phone, email, and chat.</li><li>Travel as necessary.</li></ul>MINIMUM QUALIFICATIONS<ul><li>Bachelor’s degree in business administration, communication, marketing, or a related field and six (6) or more years of relevant experience (equivalent to twelve (12) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.</li></ul>STANDOUT QUALIFICATIONS<ul><li>Strong ability to assist customers with a focus on enhancing their experience.</li><li>Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.</li><li>Advanced Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)</li><li>Advanced Proficiency in reading and interpreting engineering hydraulic and electrical schematics.</li><li>Previous experience in the automotive or heavy-duty equipment industry.</li><li>Previous experience in a customer service-related field.</li><li>Proficiency in Microsoft Office applications.</li><li>Written and spoken communication skills.</li><li>Advanced ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)</li><li>Proficiency in a second language (Spanish, French, etc.)</li><li>Strong organizational skills with exceptional follow-through and attention to detail.</li></ul>WORKING CONDITIONS The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.<ul><li>This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.</li><li>Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.</li><li>Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.</li><li>Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.</li><li>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.</li></ul>Pay Range:$73,200.00 - $117,800.00<div><div><div><div><div><div><div><div>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.</div></div></div></div></div></div></div></div>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 a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it 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.

Moving the world forward Oshkosh is an industrial technology company of approximately 17,000 team members, that designs and manufactures some of the world&rsquo;s toughest specialty and access equipment under the brands of JLG&reg;, Hinowa, Pierce&reg;, Power Towers, MAXIMETAL, Oshkosh&reg; Defense, McNeilus&reg;, IMT&reg;, Jerr-Dan&reg;, Frontline&trade; Communications, Oshkosh&reg; Airport Products, Oshkosh&reg; AeroTech and Pratt Miller. We make a difference in people&rsquo;s lives by creating mission-critical equipment that serves the everyday hero. Our innovation is people focused and developed by sharing advances across our portfolio of companies. For us, it&rsquo;s about moving the world forward through building, serving and protecting communities. Our purpose: Make a difference in people&rsquo;s lives.

Customer Support Lead

About Oshkosh Defense, an Oshkosh companyOshkosh Defense stands behind those who dedicate their lives to protecting others.  As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems.  We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.The experienced and highly skilled Customer Support Lead will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the construction or manufacturing industry. This role will exhibit mastery skills of all duties within the department. This role involves leading a team with minimal guidance from the Manager/Director across diverse focus areas and new departmental initiatives.YOUR IMPACTThese duties are not meant to be all-inclusive, and other duties may be assigned:<ul><li>Deliver "best in-class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.</li><li>Own and lead the end-to-end International Order Management process, ensuring accuracy and timely execution.</li><li>Prepare monthly financial forecasts and conduct root cause analysis of variances to support informed decision-making.</li><li>Manage export shipments to international customers in compliance with current Incoterms and regulatory requirements.</li><li>Stay up to date on equipment, models, and systems relevant to order management and product research.</li><li>Demonstrate understanding, retention, and organization of information provided by the department.</li><li>Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.</li><li>Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.</li><li>Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.</li><li>Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.</li><li>Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support.</li><li>Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).</li><li>Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.</li><li>Offer to participate in new initiatives or existing tasks as they become available.</li><li>Participate in training efforts for onboarding new Team Members and the continued education of existing team members.</li><li>As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.</li><li>Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.</li><li>Demonstrate the ability to mentor less experienced team members and serve as a role model. being regarded as a go-to person by colleagues.</li><li>Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments.  The goal is to ensure organized, accurate and timely dissemination of information regarding parts.</li><li>Demonstrate proficiency in resolving escalated issues to completion.</li><li>Lead training efforts for onboarding new Team Members and the continued education of existing team members.</li><li>Be recognized as a key go-to expert in a specify area within the department.</li><li>Facilitate and/or lead segments of departmental meetings</li><li>Represent the Parts Contact Center in cross-functional meetings to advocate for the department's and customers' best interest.</li><li>Lead initiatives within the department under management direction.</li><li>Lead and direct a team with minimal guidance from the Manager/Director across diverse focus areas.</li><li>Lead the department's continuous improvement initiatives and maintain related documentation.</li><li>Respond promptly and professionally to complex customer inquiries via phone, email, and chat.</li><li>Travel as necessary.</li></ul>MINIMUM QUALIFICATIONS<ul><li>Bachelor’s degree in business administration, communication, marketing, or a related field and six (6) or more years of relevant experience (equivalent to twelve (12) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.</li></ul>STANDOUT QUALIFICATIONS<ul><li>Strong ability to assist customers with a focus on enhancing their experience.</li><li>Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.</li><li>Advanced Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)</li><li>Advanced Proficiency in reading and interpreting engineering hydraulic and electrical schematics.</li><li>Previous experience in the automotive or heavy-duty equipment industry.</li><li>Previous experience in a customer service-related field.</li><li>Proficiency in Microsoft Office applications.</li><li>Written and spoken communication skills.</li><li>Advanced ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)</li><li>Proficiency in a second language (Spanish, French, etc.)</li><li>Strong organizational skills with exceptional follow-through and attention to detail.</li></ul>WORKING CONDITIONS The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.<ul><li>This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.</li><li>Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.</li><li>Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.</li><li>Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.</li><li>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.</li></ul>Pay Range:$73,200.00 - $117,800.00<div><div><div><div><div><div><div><div>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.</div></div></div></div></div></div></div></div>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 a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it 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.

Customer Support Lead

About the Job

About the Company

Oshkosh Corporation

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