PRO Service Back Office Agent

Miele•Princeton, NJ

2d•$50,000 - $60,000

About The Position

What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership. Giving technical support to customers, direct field service technicians and independent service providers while they are performing service. Responsible for all service-related activities which include overseeing service call processes, scheduling of service calls, documenting closure of service calls, confirming installation site preparation, processing part orders and other related duties as assigned. Support sales growth by identifying leads for service contracts, consumables and replacement machines. Adherence to Miele’s core principles, professional appearance and conduct standards.

Requirements

High school diploma or general education degree (GED)
2 years of service call planning experience
2 years of call center experience
Strong understanding of basic plumbing and electromechanical skills recommended
Strong understanding of electrical theory and schematics
Prior technical experience
Strong background using CRM systems
Good computer skills with knowledge of Microsoft Office (Excel)
Ability to read, write and comprehend instructions, correspondence, and memos in English
Ability to read and interpret documents such as safety rules, operation and maintenance manuals in English
Ability to apply concepts of basic math
A working knowledge of computer software
Excellent customer service and communication skills
Ability to manage difficult customer situations
Ability to multi-task
Ability to work independently
Must be a self-motivated, customer-oriented person with excellent communication skills

Nice To Haves

SAP experience preferred

Responsibilities

Support Field Service agents in diagnosing and troubleshooting repairs of Professional Products
Assist Field Service Representatives in successfully performing job requirements in accordance with policy and procedures
Recommend parts for repairs of pending service orders
Support dealer and sales generated service requests
Support installation and qualification of Professional products
Support in-servicing on the proper use and care of all Professional products
Support of preventative maintenance tasks on all Professional products
Complete documentation of service call process including resolution text and completion codes
Contact customers and dealers to schedule service calls for Miele service technicians and third-party service companies
Assist other groups with Technical Support via telephone or e-mail, as needed
Automatic and Manual scheduling of service technicians in an efficient manner based upon territory assignments
Contact customers to review site preparation checklists for scheduling of installations
Complete additional training on products and new system processes
Contribute to the continuous improvement of technical documentation and technical resources
Review and process service activities using SAP computer systems
Maintain the highest level of customer service and quality