What are the responsibilities and job description for the Technical Service Rep I position at Nilfisk, Inc.?
Job Description
Provides technical assistance, troubleshooting and support for Customers, End Users and District Sales Managers. Responds to customer phone calls regarding technical and troubleshooting questions, as well as product related questions, warranty and repair issues. Responsible for being the first contact for quality assurance and complaint calls and disseminate them to the proper channel to ensure timely resolution. Ensuring that professional customer service is delivered, and high customer satisfaction is achieved. Must have the ability to provide technical support for customer and prospect inquiries and when necessary, escalating technical support assistance and resolutions as required. Ensuring customer technical inquiries and issues are resolved professionally and within established company standards.ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary Responsibility: 70%
1. Technical Support:
- Answer internal and external technical/troubleshooting/product/repair/warranty/quality related telephone calls and emails coming into the Customer Service department and respond to inquiries as required.
- Assist District Managers with field installations by phone.
- Assist Product Manager and Applications Engineer with special projects and product developments.
- Provide customers with information to solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
- Promote company products and goodwill to customers.
- Assists customer with understanding of the company's policies and procedures.
- Provide value added level of customer service.
- Provide customers with comprehensive information to diagnose and solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
- Adhere to administrative policies or rules as they relate to the department.
Secondary responsibilities:
2. Repairs: 15%
Assist in the prompt processing of customer calls, fax and email repair orders that are received in the customer service department and respond to customer repair inquiries as required.
- Enter Cases into ServiceMax
Other responsibilities:
3. Quality Assurance and Warranty Administration: 15%
- Act as a liaison for all quality assurance questions and issues.
- Communicate and delegate quality related issues to designated person based on Quality Assurance flow chart.
- Ensure follow up and escalate open quality assurance and warranty issues as necessary.
- Capture data related to product performance / reliability or functional issues.
- Support corrective action process on product performance / reliability or functional issues..
- Provide updates on Instruction Manuals to Product Management.
- Assist with other customer service duties on an as needed basis.
MINIMUM REQUIREMENTS
EDUCATION:
Associate's degree in a technical field, mechanical, electrical or automotive technology, or relative work experience.
EXPERIENCE:
Minimum of 2 years of related Technical Services, Quality Control or Customer Service experience.
KNOWLEDGE & PERSONAL ATTRIBUTES:
- Full understanding of customer service philosophy and procedures.
- Willingness to take ownership of inquiries and provide resolution.
- Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor.
- Ability to learn products and markets quickly.
- Ability to plan, organize, work independently, prioritize responsibilities and manage multiple tasks.
- Ability to analyze problems and solve work related issues.
- Excellent oral and written communication skills.
- Strong listening skills.
- High level of attention to detail.
- Demonstrated leadership ability.
- Ability to interact with all functional areas and all organizational levels.
- Able to represent the company to customers at all levels of management.
- Strong awareness of different etiquette and cultures in a business setting and willingness to learn.
- Good telephone manner to enhance relationships with customers.
- A team player who strives to support fellow Tech and Customer Service Representatives.
- Job involves working in front of computer screen.
COMPUTER SKILLS:
- Proficiency in use of MS Outlook, Word, and Excel. management program.
- Working knowledge of ERP . We will train to this.
- Capability to learn new software.
Let's create a cleaner future together
Clean is changing.Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change?
Benefits
Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.
$58,800.00-$78,400.00The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonus' as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job's location. We may ultimately pay more or less than the posted range. This range may be modified in the future.
Job applicant FAQ
Do you have questions regarding the recruitment process or alike? Please visit ourFAQ for job applicants.
EEO is the Law
Nilfisk, Inc. is an Equal Opportunity and Affirmative Action employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Applicants can learn more about our status as an Equal Employment Opportunity/Affirmative Action employer by viewing the federalKNOW YOUR RIGHTSEEO poster.
Talent Acquisition Process
Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website.
Equal opportunity It is the policy of Nilfisk not to discriminate any employee or applicant for employment because of race, color, religion, sex, sexual orientation, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Nilfisk to take action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Salary : $58,800 - $78,400
