Technical Service Representative

About the Role

The Technical Customer Service Representative is responsible for the service and repair order cycle for all products serviced at the service center, ensuring efficiency and accuracy. This role collaborates with product marketing, field sales, equipment and logistics, and other customer service representatives to drive customer retention and satisfaction. The representative also works closely with the Sr. Service Contract Analyst to support the efficient and timely processing of Service Agreements.

Key Responsibilities

• Process capital equipment service agreements for Point of Sale, After Point of Sale, and Renewals.
• Process, track, and report on monthly service agreement contracts.
• Maintain and review contract dashboards.
• Determine the eligibility of equipment to be covered on service contracts.
• Receive and create customer service request orders via phone, fax, mail, or electronic submission for US Operations.
• Ensure all orders are entered timely and accurately.
• Transmit order confirmations to customers.
• Provide product pricing, availability, and lead time information to customers.
• Create new customer accounts and maintain up-to-date existing customer records.
• Manage service orders through the entire cycle, from SR entry through shipping and invoicing.
• Work with shipping departments to ensure accuracy and on-time delivery of customer orders.
• Problem-solve customer order issues, track, and expedite orders.
• Manage communication with Sales and other departments to proactively respond to customer requests.
• Answer customer questions or direct customer inquiries to appropriate business groups for response.
• Constantly seek ways to improve Customer Support processes.

Requirements & Tech Stack

• Demonstrated computer skills in Microsoft Office products and Oracle CRM or related CRM applications.
• Experience working with Field Service organizations is a plus.

Qualifications

• High School Diploma with 2+ years of experience or equivalent education and years of experience.
• OR Associate Degree with 0-2 years of experience or equivalent education and years of experience.
• Problem solver with the ability to work across the organization to investigate and resolve customer issues.
• Excellent communication skills and time management skills.
• Willingness to work in a team environment.