About this role
Role Overview
- Responsible for conducting activities in our service warranty & spares department
- Assist our customer base including our reps, distributors and authorized service centers with their service and technical needs
- Leads initial field trouble shooting and expedites technical and engineering support as needed
- Ensure customer satisfaction and loyalty by consulting with, assisting and resolving requests, inquiries and complaints, both verbally and in writing
- Handles inbound calls effectively and efficiently through the use of proactive customer service
- Create a satisfying experience for the customer by using professional customer service techniques
- Resolve questions / concerns efficiently and effectively
- Initiates return authorizations and creates customer file
- Makes warranty determinations based on evaluations performed by in-house and outsourced authorized service center evaluation reports
- Logs reports back to manufacturing units for back charging warranty claims
- Expedite service and warranty orders through the system until completion
- Follows quality procedures according to ISO 9001
- Resolves customer complaints
- Performs other duties as assigned
Requirements
- College degree preferred or equal job experience
- 5 years customer service experience
- Strong computer skills including but not limited to Windows XP / Microsoft Office / Use of Web
- Superior organizational skills
- Able to multi-task, keep to schedules and deadlines
- Ability to work independently and be team focused
- Mechanical background in rotating equipment a plus
Benefits
- Competitive Paid Time Off
- 12 Company Paid Holidays per year
- Annual Bonus Program
- Full Medical, Dental, and Vision benefits
- Company Paid Short Term and Long Term Disability
- Company Paid Life Insurance
- 6% 401K or Roth Company Match with Immediate Vesting
- Company Paid Retirement Security Contributions following 1 year of employment
- Tuition Reimbursement/Educational Assistance
- Quarterly Gym Reimbursement