Education Requirements:

• High school diploma or equivalent

Required Qualifications:

• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Handling conflict situations effectively, with a minimum of noise
• Building strong customer relationships and delivering customer-centric solutions
• Providing direction, delegating, and removing obstacles to get work done
• Interpreting and applying understanding of key financial indicators to make better business decisions
• Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Translates customer complaints to develop a troubleshooting plan; troubleshoots issues following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking•Analyzes customer issues to verify root cause of failure and associated progressive damage using client published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement•Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner•Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done•Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution

Responsibilities:

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers
• Assesses customers' needs and gathers pertinent information
• Creates basic work orders in appropriate systems
• Provides some status updates to customers, as requested
• Answers phone calls regarding service requirements
• Open and complete work orders for customer service events
• Invoice completed work orders
• Provide support to the parts team during vacations and other staffing needs
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.