T-1 Parts & Technical Support

Job Description

Job Description

JOB SUMMARY:

THIS IS NOT AN I.T. POSITION

Keeping customers happy is a critical part of any strategy for business growth. Central to that effort are our new management team and our frontline T1 - Parts and Technical Support Specialists who have the essential skills to actively and empathetically listen to customers when they relay issues and develop creative solutions to assist them and answer their questions.

Our T1 - Parts and Technical Support Specialist role is to manage, direct, and accept accountability for all customer inquiries or complaints about issues with their product, either new, recently installed, old, under warranty, or out of warranty. The T1 - Parts and Technical Support Specialist helps diagnose product problems based on the answers customers give to their questions. The T1 Support Specialist will help solve customer problems by offering advice as to how to correct the problem, how to hire an in-field service provider (or assist in hiring an in-field service provider), or satisfy their request for service by offering service parts to correct any deficiencies. All notes and touchpoints relating to service calls will be entered, saved, and then tracked in our customer service ticketing system.

The T1 - Parts and Technical Support Specialist will also assist in training other customer service team members on how to properly diagnose and correct product problems and where to find the answers using the company knowledge library. The T1 - Parts and Technical Support Specialist needs to be comfortable communicating over the phone, through email, chat, video, and in person. Additional duties include regular follow-up communication (written and by phone) with customers and maintaining a set number of average service tickets completed per day. You will also be locating and sourcing repair parts for old BendPak products, troubleshooting products to determine parts needed, technical support for assembly questions, and answering product capability or requirements inquiries. Product training to include in the office, on-site, in the field, video, service manuals, etc.

KEY TRAITS AND CHARACTERISTICS:

• Able to focus on the big picture while being passionate about every minute detail

• An excellent communicator and comfortable working with cross-functional teams

• A true Problem Solver – can think holistically and present scenarios to solve the problem at hand

• Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary

KEY DUTIES AND RESPONSIBILITIES:

• Be comfortable communicating over the phone, through email, chat, video, and in person.

• Communicate with customers and help explain how to perform recommended steps to solve their problems or answer their questions.

• Be an effective multi-tasker using a combination of communication methods at the same time.

• Answer incoming calls, e-mails, and chats in a fast and efficient manner in support of customers and sales teams.

• Complete and maintain a set number of average service tickets completed per day.

• Monitor customer situational requests and resolutions using the ticketing system and be aware of escalated issues.

• Requires exceptional data entry skills with abilities to process large amounts of information accurately and in a timely manner.

• Enter orders into the company ERP system.

• Enter detailed information into the company CRM system

• Assist in training other team members in properly diagnosing and correcting product problems and where to find answers using the company knowledge library

• Problem-solving by researching within the database, email exchanges, the internet, and appropriate personnel throughout the company.

• Ability to read/interpret blueprints, product drawings, installation instructions, safety manuals, and maintenance documents.

• Troubleshooting and problem-solving specific to equipment failures and warranty issues.

• Maintains professionalism when communicating with managers, co-workers, and customers.

• Maintains a high level of confidentiality.

• Maintains a cooperative, courteous, team-focused attitude.

• Diligently follow customer orders through to completion, ordering parts when necessary, and working with appropriate parties to quickly resolve shipping issues or fulfillment delays.

• Create new processes to improve order processing efficiency.

• Communicate with customers, sales team, production, and shipping departments to expedite orders accurately.

• Possess the flexibility necessary to multi-task in a demanding, fast-paced environment.

• Review returns and charge-back claims and work with supervisor on new processes to prevent future chargebacks.

• Other duties, tasks, and assignments as needed or assigned

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• 2+ years’ experience in Customer Service, Order Processing, or related field

• Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases, and general internet use.

• Must be able to accurately type between 45 and 60 WPM.

• Must be proficient in English written and communication skills

• Strong working knowledge of ERP systems

• Strong working knowledge of customer service ticketing systems

• String working knowledge or CRM systems

• Strong data entry skills

• Strong written and oral communication skills

• Professional demeanor

• Comfortable performing repetitive tasks

• Highly motivated and target-driven

• Excellent communication and understanding skills

• Prioritizing, time management, and organizational skills

• Must exhibit the ability to easily adapt to changes in processes, higher workload volumes, and imminent deadlines while always observing corporate standards and guidelines.

• Must have the ability to multi-task, self-motivate and work effectively.

• Strong online research skills to research new products and to identify/resolve issues with existing/new products.

• Occasional independent judgment is required to complete work assignments.

• Being bilingual in other languages is a plus • A background in automotive mechanics desired

WORK ENVIRONMENT and PHYSICAL DEMANDS:

• This job operates in a professional office environment and is typical of a call center and distribution operation.

• Will have access to confidential information and required to abide by BendPak Inc.’s privacy policies and regulations concerning this information.

• This role routinely uses standard general office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer software programs.

• Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Must regularly be able to operate a mouse, keyboard, telephone, and any other computer-related equipment

• Must have vision abilities to operate computer and phone system

• May be asked to walk to and from different warehouses to conduct research or participate in training

• May be required to wear PPE when in those warehouses where PPE is required

• Employee must have the ability to complete product training which can include but is not limited to on-hands training

• Lifting ability of 40-50 lbs. and physical demands including but not limited to standing squatting, operating machinery, and performing repetitive motions.

• Some travel may be required