SUMMARY:
Interact with customers, service companies, vendors and internal associates to provide and process technical information in response to inquiries, concerns and requests about products and services. Insure appropriate support to minimize customers’ equipment downtime.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following, other duties may be assigned:
- Dispatch service partners/providers as necessary to support customers
- Provide pricing and delivery information
- Process parts orders and acknowledgements
- Effectively manage large amounts of incoming calls
- Process return authorizations (RA’s) and acknowledgements
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Provide technical support to external customers, dealers, reps and suppliers
- Update/Complete all required paperwork and/or digital information for reporting purposes
- Coordinate with manufacturing and supply chain to ensure/improve product quality
- Seeks opportunities to increase revenue through sales and up-sales with customers
- Keep records of customer interactions, process customer accounts and file documents
- Improves department performance by identifying problems; recommending changes
- Create service bulletins, service instructions, assembly instructions in MS WORD.
- Direct requests and unresolved issues to the designated resource
QUALIFICATIONS/SKILLS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Product Knowledge Active Listening Ability to prioritize Time Management
- Quality Focus Phone Skills & Etiquette MS Office Proficiency Ability to multi-task
- Problem Solving Resolving Conflict Data Processing Familiarity with CRM/ERP
- Market Knowledge Analyzing Information Customer Service Excellent communication skills
- Mechanical Aptitude Read Blueprints Read Wiring Diagrams Technical writing
Experience with the food service industry and/or equipment is desired, but not required.eal impact every day!
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
