Technical Services Specialist

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.