Technical Liasson

Function

Parts and Technical Service

Reports to

Director of Service

Supervises

None

Mission

Provides support to customers, dealers, distributors and service providers for commercial products.

Principle Activities

• Answers inquiries received from customers, distributers, service providers and dealers
• Enters information into SF for tracking and reporting purposes
• Follows cases to completion in a timely basis
• Acts independently to resolve customer issues/recognizes when appropriate to escalate
• Reports case status monthly
• Supports dispatch team
• Finds customers a service provider willing to work on their unit.
• Gathers the data to determine the best course of action such as unit replacement versus unit repair.
• Assisting in warranty claim review and warranty processing.
• Conducts customer follow-ups.
• Assisting tech support in providing information on nontechnical related calls.
• Assumes all other duties and tasks as required and assigned

Financial/Risk Control

• Conduct yourself in accordance with the Company code of ethics policy at all times

Required Knowledge and Skills

• Excellent customer service skills
• Great communicator in all forms (email and voice)
• Technically inclined with the good grasp on generic technical knowledge
• Excel skills would be a plus
• Familiar with Service Bench and Salesforce would be a plus
• Ability to work with a team in a productive and positive way

Required Education

• If none please remove

Required Experience

• At least 5 years of customer service experience with 2 of those years handling escalations.

OR

• Bachelors Degree in related field with 2 years of customer service experience with escalations.

Physical Requirements

Ability to stand for prolonged periods and perform repetitive tasks. Must be able to lift at least 30 lbs and wear all required PPE.