Field Service Technician-HST

Sulzer•Easley, SC

About The Position

The Service Center Manager is responsible for supervising a team of technical professionals in delivering field service engineering support to customers. This role ensures the effective execution of service operations, resolves complex technical issues, and maintains high levels of customer satisfaction. The manager plays a key role in setting team goals, managing performance, and ensuring compliance with service standards. This job profile is intended for People Managers of 4+ junior to experienced expert-level roles. Responsible for conducting activities in our service warranty & spares department.

Requirements

College degree preferred or equal job experience
5 years customer service experience
Strong computer skills including but not limited to Windows XP / Microsoft Office / Use of Web
Superior organizational skills
Able to multi-task, keep to schedules and deadlines
Ability to work independently and be team focused

Nice To Haves

Mechanical background in rotating equipment a plus

Responsibilities

Assist our customer base including our reps, distributors and authorized service centers with their service and technical needs
Leads initial field trouble shooting and expedites technical and engineering support as needed
Ensure customer satisfaction and loyalty by consulting with, assisting and resolving requests, inquiries and complaints, both verbally and in writing
Handles inbound calls effectively and efficiently through the use of proactive customer service and have the knowledge and ability to handle general inquiry calls, as well as technical calls
Exhibits strong interpersonal skills, is positive, pleasant, respectful and customer focused
Creates a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
Resolve questions / concerns efficiently and effectively
Initiates return authorizations and creates customer file
Makes warranty determinations based on evaluations performed by in-house and outsourced authorized service center evaluation reports
Logs reports back to manufacturing units for back charging warranty claims
Expedite service and warranty orders through the system until completion
Follows quality procedures according to ISO 9001.
All employees understand and are able to explain the structure and objectives of the SBP.
All employees follow the safety rules.
All employees have "the right and duty to intervene" in the event a safety concern becomes evident.
In addition, acceptance of an intervention should be accepted in a positive manner as it could have prevented an accident.
All employees are required to comply with all work instructions, policies, and posted signs or instructions regarding safety, including but not limited to proper use of required PPE at all times.
Resolves customer complaints
Performs other duties as assigned