Responsibilities

Job Responsibilities: 

• Responding to customer/engineer requests via email, telephone, fax or system
• Processing domestic service requests and follow up transactions in relevant customer service system (ServiceMax)
• Opening calls with a clear professional greeting/summarizing call for customer when closing and seting  proper expectations for the response time
• Identifying customers’ technical needs and ensure that all calls are routed to the proper inside/outside service engineer for resolution
• Scheduling domestic Pre-Installation Visits (PIV), Installations and Preventative Maintenance visits (PM’s)
• Utilizing the complaint handling procedure
• Assisting with billing inquiries for service requests
• Completes general service administration which includes creating, updating and maintaining customer equipment records and customer ship to and bill to locations
• Adhering to ISO standards and requirements
• Participating actively in the ongoing assessment of customer support process and incorporating approved improvements
• Providing support to internal and external stakeholders
• Proactively identifies customer issues, communicates and recommends solutions to leaders and pursues resolution with a sense of urgency and commitment to customers
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications:

• High School Diploma or equivalent
• 1 plus years of customer service experience in a call center and team based environment

Preferred Qualifications:

• Previous experience with ServiceMax, SalesForce and/or SAP is a plus
• Prior experience dispatching technicians is preferred
• Industry experience is preferred
• Advanced customer service skills and 3 or more years of call center experience preferred
• geographical knowledge of service area and Map reading skills
• Computer proficiency with Microsoft Office, IE, MS Outlook and other software applications

Working Environment:

• Job pace may be fast and job completion demands may be high. 
• Must be able to remain in a stationary position more than 25% of the time 

The annual compensation range for this full-time position is $40,040.00 to $59,800.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.