Service Support Assistant

Position Overview

This Service Support Assistant position will make and receive calls regarding service requests. The employees in this position will gather and maintain an understanding of product warranties. The Service Support Assistant will process parts orders and returns for service and warranty claims entered by a Quaker dealer or representative. They will also expedite parts from the manufacturing floor to the service crew. They will complete general administrative duties and provide support to other members of the Service team.

Duties and Responsibilities

• Answer incoming service calls from an assigned territory and manage the resulting service project
• Enter parts orders for service and warranty claims entered by a Quaker dealer or representative
• Expedite parts by locating them in the manufacturing facilities and preparing shipment or facilitation to service technician(s)
• Track and report the accuracy and status of order fulfillment
• Process Return Merchandise Authorizations
• Investigate errors and discrepancies in parts provided
• Gather and maintain an understanding of product warranty
• Evaluate warranty claims over a year old
• Become proficient in & maintain knowledge of Quaker's Quote and Order System Platform
• Become proficient in & maintain knowledge of Quaker window and door product lines
• Make phone calls to homeowners and outside Quaker personnel
• Support the Service Manager and others in the department for a successful team atmosphere
• Visit the production floor to investigate products
• General administrative duties such as faxing, scanning, making copies, filing, etc.
• Prompt and regular attendance at an assigned work location.
• Ability to interact with employees and customers in an appropriate manner.
• Availability on site to confer with staff members with whom the employee must interact on a regular basis.
• Ability to review and analyze data and information concerning service requests.
• Ability to plan, prioritize and monitor activities.
• Ability to complete assigned tasks/projects in a timely manner.

Supervisory Responsibility

No supervisory responsibilities.

Safety

Observe safety and security policies and procedures, including proper use of Personal Protective Equipment including but not limited to eye and toe protection during visits to the production floor. Report any potentially unsafe conditions; and use equipment and materials properly.

Travel

No required travel.

Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficient with Microsoft Office software: Excel, Word, Outlook
• Must be able to read a tape measure
• Window Manufacturing or Installation Knowledge Preferred
• Maintain professional communications with co-workers, outside representatives and the public

Preferred Education and Experience

The expectation is that the individual has achieved a minimum level of education and/or related expertise to qualify for this position.

• High School Diploma or a Passed General Education Development Test

Other Duties and Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at the discretion of management any time.

Equal Employment Opportunity Statement

Quaker is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Quaker will be based on merit, qualifications, abilities, and Quaker's needs and resources. Quaker does not discriminate in any employment opportunities or practices on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by law.

Salary : $17 - $19