What are the responsibilities and job description for the Customer Service - Lift Truck Technical Support Representative position at Rico Manufacturing?
The technical support representative role is critical to the RICO customer service team. This person is responsible for aiding customers in diagnosis and repairs of their lift truck as well as part and labor warranty requests. Technical support representatives will also be responsible for issuing quotes and processing orders relating to service or warranty requests, as well as taking on projects and other initiatives related to technical support to streamline service for customers in our fast-paced work environment.
- Communicate with customers by telephone and email to provide information about technical systems, diagnosis, repairs, and warranties.
- Perform any related tasks and transactions to successfully move forward technical diagnosis, repairs, and warranty claims.
- Communicate with customers by telephone and email to provide information about technical part quotes, order confirmations, payment methods.
- Perform any related tasks and transactions to successfully issue technical part quotes, order confirmations, payment method information.
- Ensure adherence to current warranty policies by confirming documented processes and procedures match current information and workflows and updating them in a satisfactory timeframe if they're not.
- Accurate and timely updates to customers who have part orders placed with RICO for warranty and other technical repairs by working with internal departments to gather updated information.
- Accurate and timely processing of approved parts and labor warranty claims, as well as following up with identified customers to respond to inquiries as well as express warranty investigation results and any planned action.
- Create and maintain regular reporting of KPI's and other metrics related to technical diagnosis, repairs, part and labor warranties.
- Perform any related tasks and transactions based on KPI's related to technical diagnosis, repairs, part and labor warranties to ensure workflows are meeting standards set for them.
- Responsible for creating service manuals for finished products and maintaining them with regular updates related to product or technical changes.
- Responsible for coordinating with internal departments for updates to part manuals when there are product or technical changes.
- Occasional travel may be required when firsthand RICO diagnosis and repairs are needed to support customers.
