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Customer Service Representativ...
Acts as the communication link between the customer and the field service engineer by accepting and dispatching service calls. The customer service specialist places service orders in the database to contact the engineer.
§ Provide contract status information
§ Fax information to customers as needed
In the database, look up price of parts, availability and place orders for both the customers and field service engineers.
§ Check on shipping status of parts using the internet
Support the Field Service Engineers by tracking engineers, receiving and distributing engineers’ mail, service reports, receiving and logging engineers’ expense reports, etc…
§ Sending out and tracking radiation badges
§ Assisting in closing service calls
Add and maintain system information in the serial file located in the database.
§ Enter new equipment
§ Product Acceptance Certificate information
Perform audits on service order information making sure the engineers have filled in all necessary information using a checklist.
§ Service order audits§ Open Line audits
Maintain "after-hours" phone support. A phone is taken home by a customer service specialist nightly, and on weekends and holidays. Customers call in to report service issues and the customer service representative is responsible for finding tech support, field engineer or manager to assist the customer.
Create and maintain customer files, which includes filing invoices and service orders.
Takes all International parts orders.
Good working knowledge of Microsft Office Suitedepartmental policies and procedures.
High school diploma or equivalent
Two years related experience and/or training; or equivalent combination ofeducation and experience.