Technical Customer Service Rep III

Why Alamo Industrial?

Alamo Industrial® has been supplying mowers to the governmental, agricultural, and commercial turf markets for over 50 years. We are one of the world's largest manufacturers of tractor-mounted mowers, brush-cutters, and other similar equipment made for right-of-way clearing, roadside vegetation management, and grounds maintenance. Alamo Industrial has a wide array of products including rotary, flail, and sickle bar mowers. Our best-in-class boom mowers are offered with many types of cutting heads to accommodate the challenges our customers face.

Alamo Industrial offers competitive pay and a wide range of employee benefits including:

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Savings Program with a Company Match
• Profit-Sharing
• Paid Vacation, Sick Leave, and Holidays
• Company Paid Short and Long-Term Disability Programs
• Wellness Programs
• Employee Assistance Programs
• Training and Development Programs
• Employee Tuition Reimbursement and Dependent Scholarship Programs
• And much more!

Interested applicants are encouraged to apply via our online job board and the link to our Careers site is noted below.

https://recruiting.adp.com/srccsh/public/RTI.home?r=5000973797906&c=1054041&d=AlamoGroupCareerCenter&_dissimuloSSO=0XovsY6HTOY:GQBRWLDYcTC9qyD9qmGGPDq-CFc&_fromPublish=true

Position Summary:

Under direction of the supervisory staff, employee will assist customers and research technical information and problems for all product lines while promoting excellent customer service and maximizing sales.

Essential Functions of the Job:

• Performs various customer service functions including answering phones, computer order entry, expediting/tracking parts orders, customer assistance in determining correct service parts required and technical support. Expedites parts on back order using computer to source parts locations.
• Achieves a very high level of company product knowledge to support all product lines and applications.
• Provides technical advice and assists customers on operational, mechanical, and repair of products / components by identifying make and model of unit and analyzing performance problem(s). Determines appropriate part / part numbers and corrective action needed. Assists in ordering parts.
• Traces lost or delayed shipments by providing precise and accurate information to appropriate carriers to assist with expedient shipments,
• Provides dealers with formation regarding pricing, terms, discounts, weights, etc., as requested. Uses knowledge of products, pricing structure, price books, parts manuals and other reference materials. Calculates dealer net prices on parts. Directs customers to the online system, CSI, when applicable.
• Assists retail customers by providing dealer location information for best possible service.
• Assists in overseeing Customer Service related changes/updates on the phone system.
• Travels to customer locations, warehouses, shows, for training and trouble shooting.
• Manages assigned accounts proactively on a daily basis and submits monthly call summary report to department supervisor.
• Responsible for making or exceeding personal account assignment quotas..
• Evaluates orders that are on special order holds.
• Calculates and prepares all direct or dealer assisted parts bids.
• Customizes and reviews operator manuals, Bill of Materials, picklists, parts books, and maintenance instructions. Assists in writing technical manuals for new and existing equipment. Completes engineering change requests.
• Follows through on problem resolution by maintaining contact with customer / dealer for the purpose of ensuring that accurate service and repairs have been completed.
• May visually inspect and / or disassemble parts / whole goods to determine problems. Services the return of whole goods / parts and enters date required for warranty consideration.
• Coordinates warranty registration and claims process. May approve warranty claims.
• May be required to perform other duties as assigned.

Knowledge, Skills and Abilities (KSA's):

• Knowledge of heavy industrial equipment or high mechanical aptitude is essential.
• Must have basic working knowledge of hydraulic systems.
• Knowledge of the Supply Chain Development process is preferred.
• Excellent communication skills required, both verbal and written. Good Human Relations skills necessary.
• Must be able to prioritize work schedule, work under pressure, and meet goals/objectives.
• Good leadership skills required, ability to problem solve, persuade and motivate is essential.
• Good computer and math skills required
• Must be able to read and understand reference books, price books, parts listing and other information sources.
• Must be able to analyze and forecast purchase requirements.
• Must be able to manage a customer corrective action process.
• Experience in writing bid responses is essential.
• Must be able to conduct training sessions to a group or one-on-one.
• Bi-lingual is preferred.

Education and Experience:

• College degree preferred.
• Minimum 2 years' experience in Inside Sales with some working experience in either - Marketing, Customer Relations, or a Customer Service environment.

Working Conditions:

• While performing the duties of this job, the employee is regularly required to sit or stand for prolonged periods.
• Must be able to lift 35 pounds alone and greater than 35 pounds with assistance.
• Must be able to wear required personal protective equipment while performing work in production environment.
• Must be able to work extended hours (including weekends) as needed to complete job assignments.
• May be required to travel.