Technical Service & Warranty Support Representative

FS-Curtis•St. Louis, MO

About The Position

Responsible for supporting warranty, training, and service programs to enhance our products. Key Responsibilities Provides Technical Support and support warranty coverage to external (and internal) customers via various communications; process warranty claims and provide telephone and email coverage. Maintains a data base warranty program to track, update, and gather detailed information regarding accuracy for our product performance. Prepares reports to track product performance. Builds customer relations and ongoing service to customers. Ensure customers, customer service, marketing, and field sales are trained on latest product offerings. Travels and investigates claims as needed to diagnose and resolve field service problems by providing product support via appropriate cross-functional departments to incorporate corrections into production. Identifies and maintains a training program and procures mockups needed to support products and warranty training. Identifies and assists with review of technical support literature, service bulletins and parts list to support the product line. Coordinates communications among various departments such as Engineering, Production and Sales. Assists and supports the product development process. Performs other related duties as assigned by management. Supervisory Responsibilities: This position has no supervisory responsibility.

Requirements

Computer skills required: Accounting Software (QuickBooks); Database Software (Access); Development Software; Internet Software; Manufacturing Software; Spreadsheet Software (Excel); Contract Management Systems; Design Software; Inventory Software; Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook)
Firm commitment to excellence and high standards
Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
Interpersonal savvy; able to collaborate and work closely with other departments and leadership
Excellent problem solving, process analysis, and improving business practice skills
Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
Good judgement skills with the ability to make timely and sound decisions
Detail oriented and highly organized with the ability to prioritize duties and responsibilities
Self-motivated, resourceful and adaptable; able to work independently within team focused environment
Proficient with Microsoft Office 365 software
Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of

Nice To Haves

SAP experience preferred

Responsibilities

Provides Technical Support and support warranty coverage to external (and internal) customers via various communications
Process warranty claims and provide telephone and email coverage
Maintains a data base warranty program to track, update, and gather detailed information regarding accuracy for our product performance
Prepares reports to track product performance
Builds customer relations and ongoing service to customers
Ensure customers, customer service, marketing, and field sales are trained on latest product offerings
Travels and investigates claims as needed to diagnose and resolve field service problems by providing product support via appropriate cross-functional departments to incorporate corrections into production
Identifies and maintains a training program and procures mockups needed to support products and warranty training
Identifies and assists with review of technical support literature, service bulletins and parts list to support the product line
Coordinates communications among various departments such as Engineering, Production and Sales
Assists and supports the product development process
Performs other related duties as assigned by management