Customer Service Specialist Post-Press

Koenig & Bauer (US) is hiring a Customer Service Specialist to support customer satisfaction and service revenue growth through field visits in a designated region. The role evaluates equipment and service, resolves and follows through on customer issues, communicates service and product information, and coordinates with internal teams.

Responsibilities:

• Plans and schedules customer visits based on needs and opportunities in designated region using information available in-house on current actions in the region such as remote maintenance reports, technician feedback, and installation reports. Re-prioritizes when necessary to address urgent needs
• Researches customer’s current status before visit including speaking to technicians recently on-site; investigating equipment and services purchased from Koenig & Bauer; determining any pending sales activity; and evaluating customer’s current billing status
• Performs routine visits to customers to get feedback from staff on equipment and service provided by Koenig & Bauer and evaluate equipment for productivity and quality
• Performs quality assurance visits post-installation to determine satisfaction with install and equipment quality and productivity since installation
• Visits customers with outstanding issues, recent repairs, and/or maintenance to determine satisfaction or address any outstanding issues
• Follows through on any outstanding issues resulting from customer visit including taking care of the issue immediately on-site when/if possible or working with Service, Remote Maintenance, Parts, Accounts Receivables, or any other department necessary to address the customer’s need
• Works with Service Dispatch to schedule labor and with the Parts Department to get quotes for customers for any action items resulting from visits
• Sells Service Select services that may help the customer achieve better productivity, higher quality, and improve their business results. Communicate leads to Service Sales Director and follow-through on quotes from Technical Service Department
• Communicates various information to customers including but not limited to technology, products, and services via written communication (e-mails, letters, reports, quotes, etc.) and verbal communications (face-to-face, presentations, etc.)
• Visits customers with disputed and/or delinquent accounts receivables in attempt to resolve billing issues and collect money, as requested through Finance Department
• Documents all customer visits including outstanding issues and actionable items and continues to communicate with the customer until all action items are closed
• Keeps accurate, complete, and timely records including but not limited to Open Press Issues Report, Weekly Status Reports, MDS/Timesheets, and Field Service Reports
• Keeps accurate and up-to-date information in SKM database including opening, updating, modifying, and closed work orders
• Attends and contributes to new sales or pre-installation meetings as requested by Sales Department or Project Management
• Communicates action items, outstanding issues, or customer feedback to appropriate Koenig & Bauer staff
• Works collaboratively with many different departments in Koenig & Bauer, including Koenig & Bauer Germany, to get information, support, quotes, labor, or any other necessary resource needed to address open action items
• Performs job functions of applicable Service Technician when assigned to this job on an as needed basis
• Performs other related job responsibilities as necessary based on business needs

Requirements:

• Some background or knowledge of printing equipment, processes, and industry
• Ability to build credible business relationships with customers
• Collaborative team player
• Attentive listener
• Good verbal communication skills with the ability to ask the right questions for effective results
• Written communication skills with the ability to put together logical and complete records, reports, and other documentation
• Strong follow-through on open action items
• Ability to organize one's schedule and time for effective results
• Computer literacy with intermediate knowledge of e-mail, internet navigation, word processing, and spreadsheets
• Must also meet the minimum qualifications of Service Technician if job includes working as Service Technician from time-to-time
• Demonstrates an understanding of the customer' needs and ascertains the appropriate sense of urgency needed to meet those needs including the awareness of the financial impact experienced by our customer and the consequential effects on Koenig & Bauer, its reputation, and its future business potential based upon our actions. Regards regular communication as essential component of demonstrating customer empathy
• Demonstrates an understanding of the Koenig & Bauer products and services as it relates to the job. Acquires, interprets, and evaluates information within industry and/or functional area of expertise to perform job responsibilities
• Uses open and constructive communication with customers, managers, co-workers, and other business partners. Respects and values the differences of others for a collaborative workplace. Uses positive communication and listening skills to resolve differences, manage conflict, and focus on solutions
• Must hold a valid driver's license
• High School Diploma or equivalency required
• A minimum of five (5) years working within the printing industry with a background or knowledge of offset printing equipment, processes, and industry
• Expert with Google suites and Microsoft office suites
• Technical or college degree in graphic arts, packaging, or related discipline preferred