Condition Monitoring Specialist

About the Role

Provides first-line support, coordination of services, problem resolution, and/or recommendations on selected products and services.

Key Responsibilities

• Addressing minor coverage issues and resolving minor complaints.
• Ensuring all customer communication is clearly documented.
• Answering inbound customer service inquiries.
• Providing health analysis or troubleshooting and redirecting when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of technical data.
• Understanding prime product or component health or status, identifying needed actions, and required next steps.

Requirements & Tech Stack

• Customer Focus: Working Knowledge
• Data Gathering & Analysis: Working Knowledge
• Service Excellence: Working Knowledge
• Consulting: Basic Understanding
• Decision Making and Critical Thinking: Basic Understanding
• Effective Communications: Working Knowledge
• Problem Solving: Working Knowledge
• Relationship Management: Working Knowledge

Qualifications

• Customer Focus:
• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs, and expectations.
• Data Gathering & Analysis:
• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.
• Service Excellence:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.
• Consulting:
• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.
• Decision Making and Critical Thinking:
• Explains characteristics and steps in an effective decision-making process.
• Identifies issues and communicates with others when a decision needs to be made.
• Names decision makers in own environment and cites examples of past decisions.
• Describes types of decisions incumbent may and may not make in own job or function.
• Effective Communications:
• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.
• Problem Solving:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.
• Relationship Management:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.