پست شده در: خدمات مشتری/مرکز تماس در مونتانا | آخرین بروزرسانی: |
Job Description
The Technical Service Specialist is responsible for providing excellent customer service by efficiently and effectively handling inquiries, follow up, issues, and service requests from customers. This role involves communicating with customers via phone, email, or in person to determine and address their needs, resolve issues, and over communicate to ensure their satisfaction. The Technical Service Specialist is the customer facing key point of contact for customer support and guides the customer support team in the management and communication to our customers, ensuring that the highest level of customer service is provided.
Responsibilities:
Develop, plan and coordinate scheduling of all technical on-site visits.
Initiate customer contact on customer support, follow up and status involving maintenance, hotline and spare parts.
Provide excellent customer follow up.
Assist the Service Manager, Customer Support in managing and resolving customer issues, including follow up on any related open matters.
Monitor and follow-up on all outstanding service issues so all are handled in a timely and professional manner, ensuring the highest level of customer satisfaction.
Oversee handling of service and maintenance reports to ensure all are submitted in a timely and professional manner.
Assist in developing and implementing technical support strategies to continuously improve support.
Keep management apprised of any ongoing service-related issues.
Ensure team safety is a high priority.
Maintain effective relationship with technical personnel as well as COC teams.
Assist with administrative details related to the Service team members.
Technical Services:
Work closely with team members regarding execution of service, change orders, warranty compliance, sales, and the generation of spare parts leads.
Generate assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
Respond to customer inquiries via phone, email and in person, when needed. Manage issues regarding problems with equipment or need for maintenance.
Assist in assigning service technicians as needed.
Assist in training of Hotline engineers on service/ change orders to systems
Assist in resolving customer problems/questions in an expeditious and tactful manner
Assist in resolution of warrantee issues related to technical service department
Travel to customer sites routinely.
Support all divisions for demo equipment testing as required.
Attend meetings and training sessions as required.
Conduct training in house and/or at customers sites.