Frazer, Ltd. is the nation's leading provider of generator-powered emergency vehicles. We build aluminum bodies, finish the interior, install electrical circuits, then mount them onto trucks. The vehicles are then sold to Fire and EMS market around the country. Our process is similar in some ways to building RVs.

We pride ourselves in our unwavering commitment to customer service and building the best product, at the most competitive price, with the best service, in the safest way possible.

Substantial Goal: Ensure that customer needs (both internal and external) are met, through active listening and a consultative approach to problem solving that results in profitable sales, accurate production orders, repeat purchases, and customer referrals.

Obstacles to overcome:

Apply active listening skills to understand customer needs and map them to Frazer solutions while minimizing the need to engineer specialized features.

Be able to explain the benefits and drawbacks of technical product options and features to help customers determine the right solution for their needs.

Overcome customer objections and address questions with easy to understand language regarding technical standards and specifications, competitive differentiators, case studies, marketing materials, and other information.

Calmly address customer concerns while proactively managing customer projects, from quote through to delivery inspection, and post sales support.

Demonstrate a high degree of accuracy and productivity with computer software to include documents, spreadsheets, and other business programs.

Be able to address questions on behalf of the customer while serving as the liaison between the customer, and the engineering and production teams.

Learn to review, interpret, and respond to long and complex requests for quote to include detailed and technical bid specification documents.

Actions that need to be taken:

Actively live out Frazer Core Values while working with Frazer employees, vendors, and customers to help achieve team, department, and corporate goals.

Learn and reinforce safe and proper work procedures while actively following Frazer Safety programs and other policies outlined in the Employee Handbook.

Actively pursue productivity enhancements by recommending and/or implementing policy and process changes to improve effectiveness or efficiency.

Build customer relationships and promote Frazer solutions by attending trade shows, events, customer dinners, and hosting customer site visits.

Support sales representatives (Customer Relationship Managers) and Frazer leadership with business development activities as required.

Respond to customer inquiries by phone, email, in person, or by mail providing technical specifications, pricing, quotes, and other information as needed.

Host in person and remote customer specification review meetings to understand and address customer requirements.

Accurately configure, price, and quote complex products for customers such as ambulances, stretchers, and other medical equipment.

Evaluate and respond to bids and formal requests for proposal to include periodic bid submissions of product offerings and prices to purchasing groups.

Proactively maintain contact with existing customers to keep contact information, sales opportunities, interactions, estimates, order forecasts, customer orders, and more up to date in Frazer company computer systems.

Perform hands-on inspections and mark-up what needs to be done on used units that customers bring in for re-mounting on a new truck chassis.

Represent the customer while assisting engineering, purchasing, and production regarding product features or defects prior to or after customer inspection.

Perform pre-delivery inspections and in-service delivery walk-around with customers when their unit is ready for pickup.

Follow up with customers after delivery/pickup of a unit to promote ongoing customer satisfaction.