What are the responsibilities and job description for the Customer Service Technician position at SMARTCOVER SYSTEMS?
Initial 90 Day Introduction:
- Learn Product Functionality: Fully understand the SmartCover product line
- Understand the basics of all SC applications
- Be able to answer questions of both above
- Service Territory: Understand your Service Territory and how to support it
- Work with a trainer -fellow technician- to manage all cases in your territory within 30 days
- Assume all responsibility for cases in territory within 90 days
- Managing Service Technicians: Introduction to all on the team within first 30 days
- Fully responsible for Service Technicians in your territory within 90 days
- Learn Internal Processes: Review all Customer Service Process Documentation
- Utilize in day-to-day operations, suggest changes as necessary within 90 days
- Customer Interface: Be prepared to handle customer phone calls within 90 days
- Understand Chat, App, and Website Interface
- Field Service: Ride along within first 30 days
- Perform an installation within the first 90 days
- After 90 days: Reassess duties and fill out a new scorecard for remainder of the year
About the Company:
SmartCover™ is an award-winning technology company that designs, delivers and supports a line of innovative monitoring and analysis solutions to help our customers in the water, wastewater and utilities industries. SmartCover™ is committed to safeguarding public health, protecting the environment and improving quality of life in communities across North America. Since 2005, the company has prevented thousands of sewer spills and saved millions of dollars for utilities. Headquartered in San Diego, CA, SmartCover™ spanned across the U.S., is on an accelerated growth path with private equity firm XPV Water Partners. To learn more visit www.smartcoversystems.com.
Position Summary:
Responsible for monitoring, maintaining, and troubleshooting SmartCover™products for assigned customer’s installed bases. Provides Customer Relationship Management to create and maintain a strong customer loyalty and continuously improve customer satisfaction. Builds trust and maintains open communication with every customer. Manages accounts towards meeting and exceeding defined internal metrics. Works independently on assigned accounts and with all customers while following company policy and culture protocols. Adapts to rapidly changing priorities and consistently works within a balance between maximum efficiency without sacrificing quality of work.
Essential Functions:
- Customer Service including field service, telephone, chat and email support.
- Day to day Self-management, including time, efficiency, and multitasking.
- Analysis, Troubleshooting/repair and account management to support all SmartCover™ products.
- Case management for all services managed with demonstrated accuracy and thoroughness.
- Data collection and analysis to drive product and process improvements for all SmartCover™ products.
- Customer training of all SmartCover™ products.
- Scheduling field service in response to customer requirements.
- Building strong team relationships with customers, co-workers, and sales channel.
- Innovation in customer centered services and solutions.
- Inventory management. Return Material Authorization facilitation.
Skills Required:
- Basic trouble shooting and problem-solving.
- Mathematical skills to interpret and utilize quantitative information.
- Ability to analyze data, apply intuition and experience to complement data, and ultimately present sound logical conclusions.
- Demonstrate professionalism and good judgment in a rapidly changing, intense, and fast paced team environment.
- Multi-task and coordinate multiple and often conflicting priorities.
- Maintain an outgoing, positive, friendly, and customer-focused attitude.
- Coachable, detail oriented, and conscientious.
- Effective written and verbal communication skills.
- Effective listening and inquiry skills to ensure understanding of incoming communication.
- Proficiency in all office software applications. Salesforce, Putty, and SQL a plus.
