Technical Service & Warranty Support Representative

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.

Skills, Knowledge and Expertise

• 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; SAP experience preferred