Customer Repair Representative

FANUC America Corporation•Hoffman Estates, IL

7d•$46,509 - $75,712

About The Position

The Customer Repair Representative is responsible for delivering knowledgeable, professional, and high‑quality support to customers seeking repair services or requesting updates on their account status. This role is essential in ensuring a positive customer experience by efficiently resolving inquiries and fostering effective collaboration across multiple departments.

Requirements

Associate degree or an equivalent combination of some education and professional experience.
Five or more years of customer service experience, preferably in a technical, manufacturing, or service‑oriented environment; fewer years may be considered with directly related experience.
Experience in resolving escalated customer issues and managing complex service requests.
Ability to quickly learn and understand company products, systems, and operational processes.
Strong written and verbal communication skills, with emphasis on accuracy in spelling, grammar, and documentation.
Proficiency with Microsoft 365 applications, Microsoft Windows, and common office software.
Experience working with ERP systems such as Oracle or comparable platforms.
Ability to work professionally with individuals at all levels of the organization.

Nice To Haves

Strong technical aptitude, particularly in identifying parts and components.
Experience using ACD phone or headset systems is preferred.
Familiarity with repair processes and service workflows; experience with electronics, mechanical components, or industrial service environments is a plus.
Experience or comfort working in warehouse, service, or repair environments is beneficial.

Responsibilities

Provide phone support to internal and external customers regarding repair scheduling and account-related inquiries.
Quote prices and lead times for parts and repairs and respond to customer correspondence via e-mail and web platforms.
Accurately issue and process Return Authorizations (RAs), monitor repair order status, and ensure proper documentation is maintained.
Serve as a key point of contact, supporting cross‑department collaboration between the Customer Support Center and the PCB/Motor Repair, Warehouse, and Service teams.
Provide backup support to other roles within the department as needed.
Communicate professionally and effectively to build and maintain strong relationships with customers and colleagues.
Assist with technical troubleshooting and provide hands‑on ACD training for new team members.
Be available to work overtime as required.