Tool Services Specialist

Overview

Provide first-class tool service support, troubleshooting, and customer coordination.

Key Responsibilities

• defect analysis
• system troubleshooting
• tool logging
• parts sales
• repair orders
• bulk repairs

Tasks

-To provide timely and accurate defect analysis of customer inquiries supported by call scripts and direct experience to provide appropriate solutions to meet customer need. -Participate and demonstrate leadership in company, department and market driven incentives and promotions. -To investigate prior service activity and recommend service, replacement and Fleet as customer options. -Use and troubleshooting of automated systems for repair order creation. -To act as liaison between tool service center, customer and Account manager to resolve customer concerns. -Capture and record all tool malfunctions in detail and coordinate logistics of tool service from customer to tool service center. -Lead projects related to improved Customer Experience topics. -Work with Tool Services Manager and Team Lead to train, monitor and provide support to team members and other departments. -Offer and process sales of consumables, accessories and spare parts. -Interacts with customers to provide tool repair orders, including getting vital customer contact information, getting the proper customer approvals and sending the customer required documentation. -Coordination of bulk repair services for VIP customers. -Support the end‐to‐end repair service process for our customers while supporting the tool service operations.

Requirements

• sap
• excel
• leadership
• multitasking
• strategic planning
• bachelor’s

What You Bring

-Strategic planning and organizing skills required. -Demonstrated sales, service and leadership capabilities required. -Strong team orientation; seek to communicate with and support fellow team members. -To possess and relate knowledge of all current tool repair warranty and Repair Cost Limit guidelines. -Ability to manage multiple tasks required. -To possess and relate knowledge of Tool Fleet loaner and On Demand programs, process orders and analyze deficiencies to meet customer need. -Strong communication skills required. -High energy, sense of urgency and customer care skills required. -Knowledge of SAP, Windows and Excel required. -Bachelor’s degree preferred or applicable job‐related experience.

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About Hilti North America

-is a leading provider of innovative products, services, and solutions for construction professionals. -portfolio includes power tools, fastening systems, and construction software designed to increase productivity on job sites. -solutions span diverse sectors, with a strong presence in industrial, commercial, residential, and infrastructure projects. -focuses on quality, providing equipment and services for everything from building foundations to complex commercial infrastructure. -offers cutting-edge technology and a commitment to delivering long-lasting, reliable solutions to its customers. -provides consulting services, project management support, and training for construction professionals. -projects often involve large-scale builds such as skyscrapers, bridges, and commercial complexes. -remains at the forefront of the construction industry, constantly evolving its offerings to meet the demands of modern building and infrastructure challenges.

Sector Specialisms