Service Support Representative

Responsibilities

PURPOSE OF POSITION:

• Responsible for providing excellent customer support and satisfaction within the Service Support areas:
  Shipping, Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

• Creates accurate and timely shipping orders.
• Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
• Performs specific customer requirements for the opening and closing of Requests.
• Resolves problems with strong analytical and administrative abilities.
• Effectively represents Team Altec;
  Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.

• Assists Supervisors and Technicians with the scheduling of required inventory actions.
• Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
• Conducts Freight debrief per established standards.
• Creates shipping labels as required for Mobile Service and Centralized shops as directed/required
• Attends peer to peer training as required to develop and maintain all required skills.

• Conducts Stock parts order entry, form entry as directed per established standards.
• Researches parts with assistance/oversight of applicably trained peers and/or supervision.
• Reconciles requests for parts order follow up and escalates as required.
• Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Conducts the P.O. process within established Altec standards and provide accountability as required.

• Reviews requests for estimates and assigns tasks to appropriate team member.
• Develops accurate Service Estimates using established processes.
• Monitors and maintains the Service Estimating inbox in order to identify and elevate requests for information and to assist with assignment of required tasks.
• Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Processes Service Request in typical programs such as Oracle and Service Studio.
• All other duties as assigned

• High School Diploma or GED required and
• Two years of experience in industry related field required (i.e. Customer Service with manufactured products or product services;
  Material Support or inventory control for manufactured products; or Service Writing in a dealership or in a similar job function
• Or
• Bachelor’s Degree and
• One years’ experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function
• Hydraulic or mechanical background preferred
• Must have demonstrated experience of providing high levels of customer support
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment
• Excellent written and verbal communication

• None

• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives
• Travel 0-25%

• Safety In everything we do

• Ensures appropriate reviews have been performed as needed for high quality

• Continuous attention to all…