Skip to content
Technical Service Representative
| Company | Nilfisk |
|---|
| Location | Wyomissing, PA, USA |
|---|
| Salary | $58800 – $78400 |
|---|
| Type | Full-Time |
|---|
| Degrees | Associate’s |
|---|
| Experience Level | Junior, Mid Level |
|---|
Requirements
- Associate’s degree in a technical field, mechanical, electrical or automotive technology, or relative work experience.
- Minimum of 2 years of related Technical Services, Quality Control or Customer Service experience.
- Full understanding of customer service philosophy and procedures.
- Willingness to take ownership of inquiries and provide resolution.
- Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor.
- Ability to learn products and markets quickly.
- Ability to plan, organize, work independently, prioritize responsibilities and manage multiple tasks.
- Ability to analyze problems and solve work related issues.
- Excellent oral and written communication skills.
- Strong listening skills.
- High level of attention to detail.
- Demonstrated leadership ability.
- Ability to interact with all functional areas and all organizational levels.
- Able to represent the company to customers at all levels of management.
- Strong awareness of different etiquette and cultures in a business setting and willingness to learn.
- Good telephone manner to enhance relationships with customers.
- A team player who strives to support fellow Tech and Customer Service Representatives.
- Job involves working in front of computer screen.
- Proficiency in use of MS Outlook, Word, and Excel.
- Working knowledge of ERP. We will train to this.
- Capability to learn new software.
Responsibilities
- Answer internal and external technical/troubleshooting/product/repair/warranty/quality related telephone calls and emails coming into the Customer Service department and respond to inquiries as required.
- Assist District Managers with field installations by phone.
- Assist Product Manager and Applications Engineer with special projects and product developments.
- Provide customers with information to solve their product application inquiries/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
- Promote company products and goodwill to customers.
- Assist customer with understanding of the company’s policies and procedures.
- Provide value added level of customer service.
- Provide customers with comprehensive information to diagnose and solve their product application inquiries/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
- Adhere to administrative policies or rules as they relate to the department.
- Assist in the prompt processing of customer calls, fax and email repair orders that are received in the customer service department and respond to customer repair inquiries as required.
- Enter Cases into ServiceMax.
- Act as a liaison for all quality assurance questions and issues.
- Communicate and delegate quality related issues to designated person based on Quality Assurance flow chart.
- Ensure follow up and escalate open quality assurance and warranty issues as necessary.
- Capture data related to product performance/reliability or functional issues.
- Support corrective action process on product performance/reliability or functional issues.
- Provide updates on Instruction Manuals to Product Management.
- Assist with other customer service duties on an as needed basis.
Preferred Qualifications
No preferred qualifications provided.
