Technical Services Specialist
- Employer
- Nor-Lake, Inc.
- Location
- Hudson, Wisconsin (US)
- Salary
- Competitive
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- Industry
- Manufacturing and Production
- Role
- Customer Service
- Job Type
- Long-Term
- Hours
- Full Time
Job Details
Position Summary:
Reporting to the Technical Services Manager, the Service Specialist II is responsible for assisting customers with the root cause and resolution of installation, repair, parts and warranty issues; including liaison with outside service companies, issuing of credits and returned goods authorizations and sales of replacement parts.
Responsibilities:
The following is a list of job responsibilities for the Service Specialist II. This list is not all-inclusive and may be broadened or changed to meet our changing business environment:
Primary:
- Receives technical service requests and takes appropriate action to identify root cause and resolve issues according to established guidelines and procedures.
- Provides technical support to customers and service agents for the applicable equipment line verbally and in writing.
- Inputs issue, root cause and resolution details into the Global Warranty & Issue Tracking database.
- Develop and maintain expertise regarding the refrigerated solutions industry, product and application trends
- Act as a technical advisor of the sales, service & customer care teams; SWAT, escalation management, etc.
- Receives requests for price quotes on parts and service sales.
- Using parts catalogues and standard pricing guidelines, assists customers in identifying parts, calculates pricing.
- Receives orders for parts and services, prepares supporting documentation and submits to order entry staff.
- Identifies and communicates with contracted service companies to arrange for installations and repairs.
- Prepares returned goods authorizations and credit requests, obtains appropriate approval and distributes copies to the customer, receiving staff, accounting staff, etc. as appropriate.
- Informs customers, service companies and outside sales representatives on the status of service and warranty issues verbally and in writing.
- Prepares verbal and written status reports for the Technical Services Manager.
- Maintains orderly files including copies of quotations, orders, catalogs and other documentation used in the work.
- Represent Nor-Lake in a technical, ethical and professional manner.
- Adhere to Nor-Lake's safety culture.
Additional:
- Customer: In close collaboration with all departments in Customer Care, insure the highest level of customer satisfaction by achievement of the core client objectives and SLA's.
- Quality: Improves Technical Services quality by studying, evaluating, and re-designing processes, VSM; establishing and communicating service metrics; monitoring and analyzing results and implementing changes as necessary.
- Internal Relationships: Establish and maintain professional and collaborative relationships with colleagues and key stake holders.
- Communication: Optimization of company and departmental operational performance by being a good communicator of accurate information to superiors, peers and team members. This includes disseminating advisories, warnings, Technical Bulletins and new techniques; detecting and diagnosing site issues.
- Current: Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Qualifications:
Required:
- Associates Degree or Technical School Degree with significant and successful on-the-job experience
- At least 5 years in Customer Care, Field Service or Technical Service, installing and maintaining capital equipment
- Minimum of 4 years working in refrigeration or HVAC
- Read and interpret architectural, mechanical and electrical blueprints and have a solid understanding of electrical and mechanical control systems
- Demonstration of strong customer relationship focus and skills
- Exceptional written and verbal communication skills
- Skill in communicating internally and externally with sensitivity and tact; ability to diffuse upset customers.
- Microsoft Office, ERP system and general computer applications; Epicor experience preferred
- Skill in organizing and prioritizing work
- Ability to manage projects i.e. installations
- Ability to adapt quickly to changing demands
- Ability to learn and recall technical information related to company products and services
- Knowledge or experience using a SMS (Service Management System); Global Warranty preferred.
Preferred:
- BA/BS degree in science/technology/business
- Use of CRM and service management systems
- Project Management
Click on Apply for more information and to apply online.
Nor-Lake is an EEO employer as defined by the EEOC.
Company
Through the years, Nor-Lake remained a family-owned business until 2003, when it became part of the Standex Foodservice Group. Standex is a diversified manufacturing and marketing company with major operations in foodservice. Standex’s objectives are to improve organizational productivity and lower operating costs. Nor-Lake, Incorporated is a leader in the designing and manufacturing of quality refrigeration products. With its dedication to service and a high-quality product line, Nor-Lake has earned one of the most respected names in the refrigeration industry.
- Website
- https://norlake.applicantpro.com/jobs/
- Location
-
727 Second Street
Hudson
Wisconsin
54106
US
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