Professional Service Back Office Agent
About The Position
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, consumable 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
Benefits
- Comprehensive health, dental and vision insurance
- Wellness discounts on medical premiums
- 100% covered life and long-term disability insurance
- 401k with company match
- PTO + holidays
- Discounted gym membership
- Generous Employee Purchase Program
- Wellness and volunteer programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
