Job description
Product Servicing Specialist- (Remote) (
Job Number:
QUA0101HE )Primary Location
: US-IL-MundeleinDescription
JOB SUMMARY:
Coordinate and facilitate the product servicing process providing support to customers, vendors and Division. Responsible for managing the entire product servicing cycle.
MAJOR RESPONSIBILITIES:
- Coordinate the various stages of the service process between customers, sales, repair center, and division personnel. Provide troubleshooting and technical support to customers over the phone.
- Investigate customer/sales force complaints and servicing requests to assure they are appropriately addressed.
- Run servicing requests trending reports.
- Contact product manager/servicing facility for corrective/preventative actions.
- Issue replacements/credit orders/RFS as required for complaint resolution; notify sales reps/customers of investigation results.
- Coordinate servicing of product as required in response to complaints.
- Coordinate or perform evaluation of new products or products that require servicing.
- Evaluate the quality of company’s current services and identifying underperforming areas; recommend improvements.
- Cross-trained in all servicing divisions’ product line and procedures.
- Maintain repair records and conduct monthly repair analysis.
Qualifications
Education
- High school diploma or equivalent.
Work Experience
- At least 1 year of experience in Quality, Customer Service, or Engineering.
- Experience in working through details of a problem, overcoming obstacles and reaching a positive and successful solution through mathematical or systematic operations.
- Experience in processing all relevant details, understanding and prioritizing their importance and drawing clear and concise conclusions.
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
PREFERRED JOB REQUIREMENTS
- Bachelor’s degree
- At least 2 years of experience in Quality, Customer Service, or Engineering.
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