Customer Service Representative - Technical

The Vollrath Company•Sheboygan, WI

7d•Onsite

About The Position

The Customer Service Representative - Technical provides front-line troubleshooting and customer support for Vollrath countertop equipment. This role will create an outstanding customer experience by troubleshooting issues, diagnosing problems, and managing warranty service repairs.

Requirements

Superior telephone skills
Strong written and verbal communication skills
Strong organizational and multi-tasking abilities
Strong computer skills including Microsoft Office and experience working with an ERP system
Strong technical aptitude (read drawings, understand bill of materials, parts identification)
Strong teamwork and ability to work well with cross functional teams
Ability to work quickly and accurately under pressure

Nice To Haves

Technical Service call center experience and/or electrical knowledge preferred.
Bachelor’s Degree in Business, Supply Chain, or related field preferred. Or equivalent combination of education and experience.
Demonstrates passion for providing world-class technical support and delivering positive customer experience.

Responsibilities

Represent Vollrath as the face of the post-sale experience by managing call center and email inquiries.
Utilize technical skills and training to troubleshoot, diagnose, and resolve equipment issues.
Responsible for case management including creation of customer file, dispatch of authorized service provider, and placing parts orders as needed.
Represent the voice of customer by escalating trending service issues to quality.
Responsible for bringing value to the team environment; working with others to complete tasks, projects, and workload in timely manner.
Exercise empowerment to make decisions which benefits both the business and customer’s needs.
Maintain high level of technical product knowledge required to support customer warranty questions.
Demonstrate flexibility and willingness to accept new assignments and actively participate in cross-functional teams.
Demonstrates willingness to take initiative for own growth and development.
Other duties as assigned.