Senior Technical Service Representative

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Job Type

Full-time

Description

Summary: The position of Senior Technical Service Representative will involve daily verbal and written communications with Stellar Industries' customers to troubleshoot product issues over the phone or occasionally travel to fix equipment at customer location. Position also entails acting as a lead to the Technical Service Representatives to help troubleshoot customer issues, identify and solve internal issues as well as escalate issues as needed.

Essential Duties and Responsibilities include the following

• Process and enter customer orders received by phone, fax or e-mail. Review customer orders for accuracy and completeness, and ensure Stellar service parts meet required customer order specifications and requirements.
• Review customer order status; monitor inventory status and manufacturing conditions to be able to react in a manner to meet customer requirements. Coordinate and expedite orders in conjunction with production control and shipping to ensure timely completion and shipment. Call customers when necessary to advise shipments delay and/or information necessary to process orders.
• Provide timely response to customer inquiries regarding pricing, order status and changes to status, product availability and product information.
• Provide authorization to customers for the return of Stellar products. Process necessary returned goods documentation and corresponding credit memos.
• Process and enter various billing adjustments and/or credits including warranty, freight, tax, pricing credits or debits.
• Update and maintain customer files
• Always address and communicate with customers in a professional manner regardless of the customers' communication style.
• Complete assignments or projects concerning customer data, warranty, or other pertinent topics in a timely and effective manner.
• Be capable of reading and understanding blue prints and other technical documents required to perform equipment installation, troubleshooting and repair.
• The ability to consult with engineering and other technical resources as needed.
• Work with Technical Service Representatives to help them solve various customer/internal issues and act as a lead as needed
• Assist Customer Service Manager in internal projects pertaining to the technical side of Customer Service and help identify/solve key issues facing the Technical Service Representatives
• Help Technical Service Representatives identify and escalate customer issues if needed
• Attending ongoing education courses covering leadership, emotional intelligence and other topics is required
• Act as a backup on Gemba Walks, Morning Huddles and other assigned meetings when the Customer Service Manager is unavailable

Supervisory Responsibilities:

This position will act as a lead to the Parts Specialist team. Duties include:

• Acting as a first line of escalation for customer and employee issues
• Conducting employee reviews and working with the Customer Service Manager to recommend compensations changes and growth paths
• Escalate employee issues requiring discipline to the Customer Service Manager and assist with necessary performance improvement plans

Qualifications:

The position of Customer Service Representative will involve daily verbal and written communications with our customers. It is extremely important that the person filling this position display the highest standards possible by:

• Using courteous and friendly techniques to convey understanding when dealing with our customers in person and on the telephone.
• Excellent communication skills
• Exhibiting a keen attention to detail, when listening to our customers needs or concerns.
• Promptly following-up on customer service calls.
• Being firm, yet fair, when dealing with a warranty consideration.
• Individual must have good computer and keyboarding skills
• Individual must have a good understanding of, and show implementation of, Stellar Industries, Inc. sales, service, policies and procedures.
• Partner with the Sales department to meet and exceed customer's service expectations.
• Able to read and interpret documents such as blue prints, operation and technical service manuals or the ability to learn.
• Able to lift up to 45 lbs., and sit at a desk for extended periods of time

Education and/or Experience:

• High School Degree or GED required
• BA or BS degree from an accredited four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Technical Skills:

• Have a good working knowledge of hydraulics, electrical wiring, welding and metal fabrication.
• Ability to read blue prints and perform or instruct work to conform to the prints.
• Understanding of shop tools and functions and the ability to instruct employees on safe and proper use.
• Familiar with the use of volt ohmmeter, high voltage tester, tachometer, heat sensors, pneumatic and hydraulic flow and pressure meters.
• Ability to instruct and advise on basic hydraulic truck equipment trouble shooting, repair and installation. Training on specific equipment may be needed and made available.

Language Skills:

• Pleasant telephone and strong interpersonal skills
• Good writing and communication skills

Mathematical Skills:

• Basic math including fundamental algebra knowledge required.

Reasoning Ability:

• Able to follow established procedures
• Able to make exceptions to procedures with supporting documentation or reasoning
• Good problem-solving ability
• Able to work independently as well as with a team

Computer Skills:

• Proficient with the use of PC's including Microsoft Office or similar software programs
• Familiar or the ability to learn Epicor (ERP Software)

Requirements

Sales & Customer Service, Customer Service