Product Service Speciali

Product Service Specialist

The Product Service Specialist provides expertise and customer support to customers. The Product Service Specialist acts as a liaison between customers, field representatives and company departments.

Job Duties:

• Receives orders for replacement parts via telephone/e-mails/fax and mail
• Verifies all information is correct before entering into the computer system
• Enters orders into the AS400 computer system
• Provides technical support. Must be able to diagnose problems & assist customers with any type of complaint.
• Be able to explain warranty information for customers.
• Assist customers with Repair Service Centers if needed.
• Check parts orders for cover availability.
• Issues return authorizations to customers when product has to be returned to the factory
• Provides return shipping labels to the repair department.
• Coordinate returns with the traffic department to arrange pickup and return.
• Provides diagrams, photos and any additional information needed to service the product
• Answers Switch Board Calls
• Provides a weekly shop order invoice list.
• Communicates to customers of any problems or delays with the parts request
• Works with plant personnel to make sure parts are shipped out within the allowed time frame
• Notifies Supervisor of any recurring problems
• Responsible for supplier charge backs
• Assists Customers in every way - Make sure Customers are completely satisfied.
• Perform other duties as required by the supervisor