What are the responsibilities and job description for the Customer Service position at LSI Staffing?
Full Job Description
POSITION TITLE: Customer Support Coordinator
REPORTS TO: Track master Production & Service Supervisor
Job Function: Provide technical support to the medical treadmill OEMs and their customer base. This will involve both phone/email support and field training for the OEMs sales support and service staffs.
EXPECTATIONS/RESPONSIBILITIES: Regular attendance and starting on time are essential. Responsible for the quality of his/her own work and to not accept poor quality workmanship from others. Expected to perform at acceptable quality and performance levels and strive for continuous improvement.
Primary Responsibilities And Duties
Phone/Email Support
Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users
Service Documentation
Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs.
Coordinate Field Service
Coordinate field service functions with OEM or Distributor field service engineers
Field Service Duties
Parts Support
Provide parts support to OEMs, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts.
Warranty
Oversee the development and distribution of all product service bulletins.
Trackmaster Decal Support
Creation of production decals for Trackmaster treadmill/ Fabrication production.
Sales Support
Provide back up to Inside Sales Administrator in areas of phone support and sales order entry.
Other Duties
As assigned by supervisor
Experience, Education, Skills & Knowledge
POSITION TITLE: Customer Support Coordinator
REPORTS TO: Track master Production & Service Supervisor
Job Function: Provide technical support to the medical treadmill OEMs and their customer base. This will involve both phone/email support and field training for the OEMs sales support and service staffs.
EXPECTATIONS/RESPONSIBILITIES: Regular attendance and starting on time are essential. Responsible for the quality of his/her own work and to not accept poor quality workmanship from others. Expected to perform at acceptable quality and performance levels and strive for continuous improvement.
Primary Responsibilities And Duties
Phone/Email Support
Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users
Service Documentation
Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs.
Coordinate Field Service
Coordinate field service functions with OEM or Distributor field service engineers
Field Service Duties
- Train OEM and Distributor Field Service Engineers on servicing and maintaining Trackmaster treadmills
- Conduct on-site service calls at specified customer locations to perform troubleshooting and repair of defective devices. Assist OEM Field Service Engineers with on-site troubleshooting or repair of devices as required.
Parts Support
Provide parts support to OEMs, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts.
Warranty
- Coordinate warranty parts returns from customers, perform testing and evaluation of faulty parts under the guidance of TM Product Manager, assist purchasing in the return of defective items to their respective vendor for appropriate credits.
- Assist in the review and processing of all Track master OEM and Distributor warranty programs.
Oversee the development and distribution of all product service bulletins.
Trackmaster Decal Support
Creation of production decals for Trackmaster treadmill/ Fabrication production.
Sales Support
Provide back up to Inside Sales Administrator in areas of phone support and sales order entry.
Other Duties
As assigned by supervisor
Experience, Education, Skills & Knowledge
- Strong mechanical aptitude and experience required
- Strong, practical experience with electrical systems and circuitry required
- Strong troubleshooting skills
- Excellent communication skills
- Strong organizational skills
- Must demonstrate a high attention to detail
- Personal integrity and dependability
- Experience with Microsoft Office products (Outlook/email, Word, Excel, etc.)
- Knowledge of graphics software (Adobe Illustrator, CorelDRAW, SignLab, etc.)
- Relevant technical education preferred
- Education: College (Associate or Bachelors) or High School
