What are the responsibilities and job description for the Technical Customer Service position at ALAMO GROUP?
ESSENTIAL JOB DUTIES:
* Responds to telephone inquiries concerning product performance in a professional, courteous, and timely manner demonstrating a commitment to high customer relations.
* Provides technical service assistance on shortages and shipping problems for wholegoods, and parts.
* Provides technical advice and assists customers on operational, mechanical and repair of products / components by identifying make and model of unit and analyzing performance problems(s).
* Determines appropriate part / part numbers and corrective action needed. Assists in ordering parts.
* Customize and review operator manuals, Bill of Materials, picklists, parts books, and maintenance instructions. Reviews and provides possible feedback on technical manuals for new and existing equipment.
* Follows through on problem resolution by maintaining contact with customer / dealer ensuring accurate service and repairs have been completed.
* May enter warranty registration information and process warranty claims.
* Assists customers with product return situations and provide customers with the necessary RGA (Returned Goods Authorization) information.
* Assist in field test/research testing and troubleshooting of new proto-type equipment.
