Tool Services Specialist

Description

• Offer and process sales of consumables, accessories and spare parts.
• Work with Tool Services Manager and Team Lead to train, monitor and provide support to team members and other departments.
• To investigate prior service activity and recommend service, replacement and Fleet as customer options.
• 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.
• Participate and demonstrate leadership in company, department and market driven incentives and promotions.
• Support the end‐to‐end repair service process for our customers while supporting the tool service operations.
• Coordination of bulk repair services for VIP customers.
• Use and troubleshooting of automated systems for repair order creation.
• 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.
• 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.
• Lead projects related to improved Customer Experience topics.

Requirements

• 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.
• Bachelor’s degree preferred or applicable job‐related experience.
• Strong communication skills required.
• High energy, sense of urgency and customer care skills required.
• To possess and relate knowledge of all current tool repair warranty and Repair Cost Limit guidelines.
• Strategic planning and organizing skills required.
• Strong team orientation; seek to communicate with and support fellow team members.
• Knowledge of SAP, Windows and Excel required.
• Demonstrated sales, service and leadership capabilities required.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance