The Service and Warranty Support Representative will act as the primary point of contact for our customers for all service-related questions and repair needs. The ideal candidate will possess excellent communication skills, a compassionate and patient attitude, and the ability to efficiently answer internal/external calls and emails in a timely manner. Through effective communication with customers, technicians and internal staff, the Service and Warranty Support Representative will determine the services necessary, predict the time and parts needed for completion and stay in constant communication with the customer during the repair process to fulfill our promise of “Every step of the way”.
KEY RESPONSIBILITIES and TASKS:
Take time with customers to understand their concerns, display empathy and understanding and always acts in a polite manner as their primary point of contact for service-related issues
Translate customer-reported problems to actionable work orders for technicians to complete
Diagnose issues based on customer description (clarifying any unclear descriptions of problem), utilizing technicians’ findings, and using industry best practices
Use knowledge of our products and services to provide in-depth information about available parts and service options to customers
Handle minor technical questions from customers or service technicians and apply best practices in resolving problems
Work with the Technical Support Team to handle difficult technical questions and escalate to engineering when necessary
Order necessary parts from suppliers or warehouse and verify that they are delivered to technicians in a timely manner
Ensure that service work provided to customers meets company quality standards and maintain customer rapport by explaining estimates and expected work completion. Review technicians’ notes verifying the 3 C's (Concern, Cause, Correction) have been addressed.
Verify warranty and service contract coverage by examining records and internal documents; explain any provisions and exclusions to customer satisfaction
Advise customers on warranty protections and other potential cost-saving service options as well as handle and manage customer complaints regarding their service
Maintain proper documentation of all service requests using company supplied software to ensure proper tracking of warranty claims and service repairs.
Obtain customer's approval of estimates and work with accounting department to ensure timely payment processing
Ensure all warranty related parts are returned from the field in a timely manner and track warranty costs for every reported incident requiring labor and materials to correct
Update job knowledge by proactively participating in educational opportunities and reading manufacturers' publications
Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork, exemplary customer service
Rotating schedule of on call afterhours and weekends are required
Some travel may be required
Other duties may be assigned as needed
EDUCATION/EXPERIENCE:
High School Graduate, GED, Technical School Graduate, or equivalent work experience
Ability to be self-directed and an independent problem solver
Strong Customer Service background with strong interpersonal written and verbal communication skills
Proficient in troubleshooting refrigeration systems, installation errors, wiring and control circuits
2-3 years technical field experience, with strong technical skills in refrigeration preferred
SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:
Ability to work in high-pressure situations and deal with conflict, ambiguity, and shifting priorities in a composed and competent manner
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and/or information exists
Ability to write routine reports and compose correspondence directed at internal and exterior customers
Ability to read and interpret documents such as wiring diagrams, service manuals, maintenance instructions, construction blueprints and procedure manuals
Proficiency with Microsoft products (Office, Skype, etc) and other online based software
