Technical Service Representative II - Electrical

Cleaver-Brooks • Thomasville, GA

5d

About The Position

Basic Function: Responsible for understanding and resolving all customer inquiries related to general product technical, application, and operation questions. In addition to general technical questions the TSR will ensure prompt evaluation and resolution of all technical customer call inquiries outside the scope the normal RMA program. Must possess skills necessary to efficiently navigate the IFS system to investigate moderate to complex issues as required. Work collaboratively with all internal and external resources as appropriate to research customer inquiries and resolve promptly. Deploy to field sites as required to support service issues with little to no supervision.

Essential Duties: Receive calls through an ACD (Automatic Call Distribution) system, email, or web portal as required. Is the first level of the SDA review and approval process. Serve as a resource for other TSR’s and other departments as required. Maintain a problem log for all high level inquiries and ensure compliance for all TSRs Work with Engineering, R&D, and other Departments as required to resolve customer related problems. Enter and properly document customer inquiry into CSMS (Customer Service Management System) data base. Maintain updated status of customer inquiry within the CSMS (Customer Service Management System). Respond to customer questions regarding technical inquiries and problematic issues outside the scope of RMA programs as required. Coordinate with Field Service Technicians as required with more technical inquiries. Coordinate with Field Service Technicians and Service Director to determine if a field service project visit is required. Visit Customers and Representatives as necessary to assist in resolving product related issues. Must possess strong technical knowledge of all relevant products Position requires regular exercise of problem solving and policy or procedure interpretation skills. Ability to handle responsibilities with effective interpersonal skills and to effectively interface with others inside and outside the Company as required. Contacts customer or representative as required to resolve call inquiry. Provide written documentation to customers as required. May assist with SDA and RMA processing as required. Other Duties: Performs other duties as assigned

Requirements

• High School diploma or GED, 1 -3 years of customer service experience, and/or a combination of education and experience.
• Basic computer skills with working knowledge of Microsoft office programs.
• Must have good written and verbal communication skills.
• Must possess strong technical knowledge of all relevant products
• Position requires regular exercise of problem solving and policy or procedure interpretation skills.
• Ability to handle responsibilities with effective interpersonal skills and to effectively interface with others inside and outside the Company as required.

Nice To Haves

• Preferred plumbing, HVAC, BMS controls, or experience working with boiler or hot water generating equipment.

Responsibilities

• Receive calls through an ACD (Automatic Call Distribution) system, email, or web portal as required.
• Is the first level of the SDA review and approval process.
• Serve as a resource for other TSR’s and other departments as required.
• Maintain a problem log for all high level inquiries and ensure compliance for all TSRs
• Work with Engineering, R&D, and other Departments as required to resolve customer related problems.
• Enter and properly document customer inquiry into CSMS (Customer Service Management System) data base.
• Maintain updated status of customer inquiry within the CSMS (Customer Service Management System).
• Respond to customer questions regarding technical inquiries and problematic issues outside the scope of RMA programs as required.
• Coordinate with Field Service Technicians as required with more technical inquiries.
• Coordinate with Field Service Technicians and Service Director to determine if a field service project visit is required.
• Visit Customers and Representatives as necessary to assist in resolving product related issues.
• Contacts customer or representative as required to resolve call inquiry.
• Provide written documentation to customers as required.
• May assist with SDA and RMA processing as required.
• Performs other duties as assigned

Benefits

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED