What are the responsibilities and job description for the After Sales Customer Support position at Spirax Sarco USA?
Location: Devens, MA
Job Title: After Sales Customer Support
Join Our Team as an After Sales Customer Support - Be the Problem-Solving Hero Our Customers Need!
Who we are
Watson-Marlow is an industry-leading technology organization dedicated to engineering fluid management solutions for the life science and process industries. We help our customers to supply critical products and services that range from fresh drinking water and therapeutic medicines to food products and paper. Through our solutions we help companies to be more efficient, sustainable and profitable.
At Watson Marlow Devens, we're all about innovation, quality, and customer satisfaction. We're looking for a detail-oriented, customer-focused After Sales Support Associate who loves problem-solving and thrives on finding solutions! If you have a strong Quality Engineering background, enjoy digging into root causes, and have a knack for turning challenges into success stories, this is the role for you!
What you'll be doing
Work in a brand-new, state-of-the-art 150,000 sq. ft. facility in Devens.
Be part of a collaborative, customer-focused team that values your expertise.
Take ownership of processes and make a real impact on product quality and customer satisfaction.
Competitive salary, great benefits, and opportunities for growth!
Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.
Benefits
We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include:
Job Title: After Sales Customer Support
Join Our Team as an After Sales Customer Support - Be the Problem-Solving Hero Our Customers Need!
Who we are
Watson-Marlow is an industry-leading technology organization dedicated to engineering fluid management solutions for the life science and process industries. We help our customers to supply critical products and services that range from fresh drinking water and therapeutic medicines to food products and paper. Through our solutions we help companies to be more efficient, sustainable and profitable.
At Watson Marlow Devens, we're all about innovation, quality, and customer satisfaction. We're looking for a detail-oriented, customer-focused After Sales Support Associate who loves problem-solving and thrives on finding solutions! If you have a strong Quality Engineering background, enjoy digging into root causes, and have a knack for turning challenges into success stories, this is the role for you!
What you'll be doing
- Receive and analyze customer complaints to identify root causes and implement corrective actions.
- Manage the returns process, including product inspection, testing, and documentation.
- Communicate effectively with customers to provide updates and solutions for their complaints and returns.
- Collaborate with the quality assurance and production teams to address product issues and prevent future occurrences.
- Maintain detailed records of complaints, returns, and resolutions.
- Develop and implement strategies to improve the returns process and reduce complaint rates.
- Provide regular reports and feedback to management on complaint trends and return statistics.
- Bachelor's degree in Engineering, Quality Management, or a related field.
- Experience in customer service, quality assurance, or a similar role.
- Familiarity with quality management systems and industry standards.
- Proficiency in using complaint management and returns processing software
- Strong organizational and documentation skills.
Work in a brand-new, state-of-the-art 150,000 sq. ft. facility in Devens.
Be part of a collaborative, customer-focused team that values your expertise.
Take ownership of processes and make a real impact on product quality and customer satisfaction.
Competitive salary, great benefits, and opportunities for growth!
Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.
Benefits
We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include:
- Robust Retirement Plan: Benefit from a guaranteed 5% employer contribution to your 401K, plus an additional 3% employer match, empowering your financial security.
- Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
- Generous Time Off: Enjoy ample time off to recharge and attend to life's circumstances with generous vacation and well-being days, 9 observed holidays, 15 caregiver days, and 80 hours of annual sick leave.
- Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
- And Many More Benefits: Discover a wide range of additional perks and benefits designed to support your well-being and professional growth. We invite you to explore all the ways we strive to create a fulfilling and rewarding work environment.
