Tech Support Job Northern Kentucky USA,Customer Service/HelpDesk

Location: Northern

Provides assistance and technical/mechanical support to customers that are experiencing issues.
Communicate directly with customers via phone or email in a professional and timely manner.
Log all communication with customers in Activity section of SAP.
Trouble shoot failures using mechanical questions and diagnosis flow to resolve customer issues.
Understanding of SAP Service Module functionality
Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
Process warranty claims received from customers; requesting items needed to complete timely.
Escalate any customer complaints or inquiries as needed to Tech support team members.
Create Service Call and assign to Tech Queue from email or dealer portal daily.
Send contracts and business applications to prospective Service Centers and follow up with each service center to ensure they send back contracts and supporting documents.
Keep records of customer interactions and transactions, and record details of inquiries, comments, and complaints.
Communicate and coordinate with internal departments and follow up on customer interactions to ensure timely completion.
Report any customer complaints or inquiries that you are not trained or knowledgeable to handle.
Work with the customer service department and technical support to make certain the service center’s orders and warranty claims are processed in a timely manner.
Maintains and keeps current the service library manuals, bulletins, and trip schedules.
Contacting customers to survey how the quality of work was performed for services rendered.
Assists sales personnel with issues that arise in the field.
Assists sales personnel with customer contacts regarding sales and outside service sales.
Conducts regular field service meetings via teams.
Communicates changes in service/warranty policies and procedures to ensure all employees have the appropriate information they need to successfully perform their roles and responsibilities.
Process warranty claims received from customers; requesting items needed to complete timely.
Escalate any customer complaints or inquiries as needed to Tech support team members.

Requirements

General knowledge of customer service principles and practices
Relevant computer knowledge of SAP and Microsoft software systems
Must successfully work individually and as part of a team.
Communication skills, both verbal and written along with listening and problem-solving skills.
Power sports, ATV or UTV knowledge is a plus.
Transfer of Service Call Status from Tech Queue to Open (In Review) within 12 hours
Process of Service Call from Open (In Review) to Closed within 10 business days.

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