Customer Service Technician (Mechanical Appliance) Position Available In Mecklenburg, North Carolina

Customer Service Technician (Mechanical Appliance) 3.6 3.6 out of 5 stars Charlotte, NC 28217 Job Overview Investigate, resolve and respond in oral and written form, to customer inquiries regarding problems with accounts, service or merchandise. Analyze individual situations and take appropriate action to ensure that customer needs are met. Provide necessary follow-up and initiate correspondence. During all customer interactions, a positive attitude is to be displayed to the customer. Duties include records search, investigating problems/complaints, following policies, preparing responses, correct records, travel as needed, pager duty and providing technical support and general information. Field all ventilation technical calls. Refers unusual or complex problems to Supervisor for assistance or resolution.

Specific Duties of Job Description:

Reports to Customer Service Manager Strict adherence to Company policies, confidentiality agreement, code of ethics and rules of conduct. Maintain positive attitude and ability to build rapport with customers and colleagues. Close attention to detail, deadline criticality, organizational skills are required. Fill out TCR for new calls and follow-ups. Become intimately knowledgeable on selected products and provide drawing updates as needed (under the direction of Engineering). Keep abreast of new equipment/systems by scheduling time to be trained by engineering. Supervisor to schedule this time. Order Entry and shipping coordination for ventilation orders. Contact GC to ensure all parts for ventilation shipments were received. Efficient and knowledgeable with ERP systems, Word and Excel. Able to read schematics and wire diagrams. Handles all types of customer calls with a focus on technical support. Strong knowledge of restaurant kitchen equipment. In-house training sessions with customers and technicians as needed. Be an innovative and effective trainer by coming up with new and better ways of communicating information to customers. On call Technician as required by carrying emergency phone. Diagnose and resolve technical issues with our equipment in the field remotely by phone and email efficiently. Identify potential part replacements and ship to ASA for one-trip fixes. Guide restaurant staff through troubleshooting steps to minimize downtime. Escalate issues that cannot be resolved remotely field technicians. Update trouble shooting guides with Engineering as needed. Field Start up Training as needed. Maintain clear and professional communication with restaurant staff and customers’ regarding technical issues, repair timelines and resolutions. Provide clear and concise explanations of technical issues and solutions to non- technical personnel. Record findings and solutions to common issues and contribute to a knowledge base for future reference. Regular work attendance and work hours required for this position. Some travel may be required for field training and troubleshooting/equipment repair. Maintain ASA List. Excellent organization and prioritization skills. Other duties as assigned. #

CLT Job Type:

Full-time Pay:

$25.00 – $30.00 per hour

Benefits:

401(k) matching Health insurance

Schedule:

8 hour shift Day shift Monday to Friday Ability to

Commute:

Charlotte, NC 28217 (Required)

Work Location:

In person