Customer Technical Support Representative

TASKS AND JOB DESCRIPTION

THE DEPARTMENT'S VISION IS TO RESPOND TO AND RESOLVE ALL CUSTOMER REQUESTS, PROBLEMS, AND ISSUES IN SUCH A WAY THAT EXCEEDS CUSTOMERS’ EXPECTATIONS, MAKES THE CUSTOMER FEEL VALUED, ENHANCES THE SHELDON IMAGE AND BRAND, AND, CRUCIALLY, PROMOTES FUTURE SALES THROUGH OUTSTANDING CUSTOMER SERVICE.

Customer Requests

• Remain logged into the phone queue to take calls from customers and distributors.
• Respond promptly to customer emails as they come in and are assigned to you.
• Process and Track all customer requests through the Company systems appropriately.
• Take ownership of customer issues as assigned or necessary and follow the problem through until it reaches a final resolution and the customer is satisfied.
• Collaborate with other personnel and departments as necessary to resolve issues.
• Document all aspects of every customer issue/case for future evaluation and continuity of service if another representative or department takes over the issue.
• Follow up with the customer when necessary to confirm the issue is resolved and the customer is satisfied.
• Escalate issues to management or engineering when necessary.

Procedures, Policies, and Tools

• Comply with all requirements, policies, and procedures in the current Sheldon Manufacturing, Inc. Employee Handbook.
• Comply with all Safety requirements.
• Follow all procedures established by management, accounting, and QA.
• Be proficient in the use of all company software tools, including, but not limited to, MAX, DocuWare, OS Ticket, SharePoint, Microsoft Business Central, and Microsoft Office.

Order Fulfillment

• Assist customers in identifying replacement parts and pricing as necessary.
• Generate orders for parts as needed, ensuring that payment or terms are transparent to the customer and that all parts are completed and accurate before releasing the order for shipment.
• If a parts order is a warranty replacement, verify the warranty term and document the parts replacement according to the current warranty replacement policy. Escalate warranty issues as needed.
• If parts need to be returned, complete the documentation and generate the return authorization as necessary. Verify all documents' accuracy and outline the problems and steps taken in Business Central.

Troubleshooting and Service Calls

• Assist customers via telephone and email to diagnose problems with malfunctioning units.
• When necessary, help the customer obtain necessary replacement parts (warranty or purchased) and provide information required to repair and resolve the problem.
• If a warranty replacement unit is requested, escalate to the department manager.
• If warranty service is needed, arrange an on-site service call with either a third-party service company or a Sheldon employee.
• Follow up with the customer and service company to verify that the problem has been resolved, all parts have been returned, and the service invoice has been received.
• Train customers in unit operation when necessary.
• Assist service technicians who are on-site when necessary.
• Strive to improve troubleshooting and analysis skills continuously.
• Ability to travel, including internationally when needed

Additional

• Initiate and partake in A3 improvement projects to improve quality and process.
• Provide feedback to engineering and QA with information gathered from the field to enhance form, fit, function, and customer satisfaction.
• Assist management with reports as necessary.
• Accept and participate in side duties and projects that management may assign.

Qualifications

• Preferred associate degree or higher
• Minimum of Two Years of Customer Service or Technical Experience
• Laboratory or Laboratory Equipment Experience Preferred
• Ability to interpret wiring and plumbing diagrams and troubleshoot complex temperature-controlled equipment
• Excellent telephone and writing skills
• Valid DL required
• Valid Motor Vehicle Insurance coverage required
• Experience with MRP or ERP software preferred
• Microsoft Office experience essential, SharePoint experience preferred
• Must be able to perform very detailed data entry while simultaneously performing other tasks
• Familiarity with hand tools, appliance repairs, and electrical systems.

Additional Details

• Hourly
• Full Time
• Non-Exempt
• Up to 25.00 per Experience
• Monday Through Friday

Job Type: Full-time

Pay: $21.60 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• 10 hour shift
• 4x12
• 5x8
• 8 hour shift
• Monday to Friday
• No weekends

People with a criminal record are encouraged to apply

Ability to Commute:

• Cornelius, OR 97113 (Required)

Ability to Relocate:

• Cornelius, OR 97113: Relocate before starting work (Required)

Work Location: In person

Salary : $22 - $25