The Product Service Specialist provides expertise and customer support to customers. The Product Service Specialist acts as a liaison between customers, field representatives and company departments.
Job Duties:
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Receives orders for replacement parts via telephone/e-mails/fax and mail
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Verifies all information is correct before entering into the computer system
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Enters orders into the AS400 computer system
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Provides technical support. Must be able to diagnose problems & assist customers with any type of complaint.
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Be able to explain warranty information for customers.
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Assist customers with Repair Service Centers if needed.
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Check parts orders for cover availability.
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Issues return authorizations to customers when product has to be returned to the factory
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Provides return shipping labels to the repair department.
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Coordinate returns with the traffic department to arrange pickup and return.
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Provides diagrams, photos and any additional information needed to service the product
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Answers Switch Board Calls
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Provides a weekly shop order invoice list.
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Communicates to customers of any problems or delays with the parts request
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Works with plant personnel to make sure parts are shipped out within the allowed time frame
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Notifies Supervisor of any recurring problems
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Responsible for supplier charge backs
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Assists Customers in every way - Make sure Customers are completely satisfied.
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Perform other duties as required by the supervisor
