Technical Customer Service Specialist
Job Summary :
The Technical Customer Service Specialist is focused on achieving and maintaining a reputation and perception for high quality and customer satisfaction for the Power Switching Division.
This position provides strong technical support and responsiveness for customers and defines and deploys the customer service processes associated with warranty and CSR issues.
The role will act as a coordination and funnel point for the follow-through and execution in response to customer-related issues.
Essential Responsibilities :
- Provides warranty and after-sales support.
- Work cross-functionally to determine root cause diagnosis and to develop long-term corrective actions and resolutions to full customer satisfaction.
- Collaborate with Marketing, Sales, and General Manager regarding customer satisfaction and commercial issues.
- Investigate Customer Service Requests (CSRs) to ensure timely handling, complete documentation, and coordinate resources to create solutions.
- Maintain group troubleshooting guide and customer-friendly folder as needed.
- Interface with Quality to ensure a tie out to companywide metrics.
- Travel to customer locations to maintain relationships and resolve issues, as required.
- Support and improve processes and working relationships with appropriate SSL support groups.
- Service Division (FSRs, post-warranty support, etc.)
- Shipping (packaging and freight handling)
- Other duties as assigned.
Minimum Qualifications :
- Bachelor's degree in mechanical or electrical engineering or a combination of education and experience equivalent to a Bachelor's.
- At least five years of experience working within a manufacturing engineering environment.
- Experience interfacing with customer's technical representatives
- Customer quality assurance experience.
Preferred Qualifications :
- Technical knowledge of Utility substations and the use of PSD switches. Strong electrical / mechanical troubleshooting skills.
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