Service Support Representative II

This position is located at the San Antonio, TX Service Center.

Responsible for providing excellent customer support and satisfaction within the Service Support areas:
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.

• Performs specific customer requirements for the opening and closing of Service Requests.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.
• Resolves problems with strong analytical and administrative abilities. Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment.
• Uses analytical information to identity Service Request, Installed Base, or payments errors to facilitate continuous improvement.
• Resolves up to level 3 and 4 Installed Base related updates with minimal assistance.
• 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.
• Creates and/or maintains reports for Inventory control including but not limited to:
  Debrief errors, Items NOLOC, expected receipts (parts not received to PCD after shipping label creation).
• Conducts parts follow up per established standards.
• Conducts review of Service Requests in Pending status in order to identify and resolve parts handling errors.
• Attends and/or conducts peer to peer training as directed by supervision.
• Attends formal training as may be required.

• Determines correct billing requirements 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 provides accountability as required.
• Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
• Creates and manages Purchase Orders and Invoices in support of day to day operations per established standards under the direction of Supervision.
• Conducts and assists with parts look up escalations.
• Conducts Parts set up as required for first time parts orders and escalates as required for timely resolution.
• Attends and/or conducts peer to peer training as appropriate.
• Attends formal training as directed by Supervision.

• Conducts parts order entry, form entry as directed per established standards.
• Determines correct billing requirements to fulfill requests accurately and timely.
• Researches parts accurately and consistently per established standards.
• Reconciles requests for parts order follow up and escalates as required.
• Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
• Acts as Customer Champion by providing dedicated support and order status reports directly to key customer contacts and account managers.
• Attends and/or conducts peer to peer training as appropriate.
• Builds a relationship with customers based on respect and service, with professionalism and using proper etiquette.

• Develops accurate Service Estimates using established processes.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Creates Estimate requests in support of Mobile Global Process through the use of Edit Sheets and supporting documentation as supplied by estimate requestor.
• Creates Minor/Standard Global Estimates using Unit Condition Reports (UCR) with assistance and/or oversight from Peers and/or Supervision.
• Creates Standard Estimates for Shop and Mobile Service to include Canada with assistance and/or oversight from Peers and/or Supervision.
• Attends Peer to Peer and/or Formal training in order to build and maintain…