What are the responsibilities and job description for the Technical Resolution Manager position at NETZSCH Group?
Company Description
NETZSCH Premier Technologies is a leading manufacturer of milling, mixing, dispersing, and classifying equipment. Located in Exton, PA, NETZSCH Premier Technologies is the North American subsidiary of the globally operated group of NETZSCH companies. With an extensive list of machines used in a variety of innovative industries, NETZSCH is renowned as the longest standing provider of horizontal bead mills, and as an innovator in the field of fine grinding and dispersing.
Job Description
NETZSCH Premier Technologies, LLC is looking for a Technical Resolution Manager to support customers with their NETZSCH equipment and warranty claims. This person communicates internally with the NETZSCH team locally or globally to resolve customer equipment issues. Specific duties may include:
- Work with the customer through the warranty or return process. This includes processing the return in SAP, verifying that the product has been returned, inspecting product, and following up with service department and the customer until a resolution is achieved.
- Resolve customer aftermarket complaints or issues via phone or email and track and manage information regarding the warranty or customer complaints in Salesforce.
- Part of the NEZSCH team worldwide to resolve problems for future customers.
- Troubleshoot situations for all applications of NETZSCH equipment, over the phone, via email, or out in the field. Potentially having to repair or disassemble product in the field on occasion.
- Conduct failure analysis on equipment and parts and provide written reports on findings and conclusions (for root cause analysis).
- Work with After Sales Promotor to contact customers who responded to NETZSCH surveys.
- Assist as necessary with department Key Performance Indicators (KPIs) applicable to Warranty, non-warranty, service, and general call/email/issue resolution.
Qualifications
Successful candidates will have previous technical or mechanical experience, or education in a technical field as well as previous experience working with customers. In addition:
- Must have excellent organization skills with the ability to manage multiple priorities in a fast paced, multi-tasking environment.
- Must be a team player who works productively with a wide range of people and departments.
- Exceptional interpersonal and communication skills are required.
- Must have previous experience with Microsoft office products and knowledge of CRM software, and SAP or similar ERP system.
Additional Information
NETZSCH offers a full benefits package to include medical, dental, vision, Life, STD, LTD, 401k with Company match, tuition reimbursement and paid time off.
We are an Equal Opportunity Employer, including disability/vets.