Technical Liasson

Scotsman Ice • Vernon Hills, IL

5d • $55,000 - $65,000

About The Position

Provides support to customers, dealers, distributors and service providers for commercial products.

Requirements

• Excellent customer service skills
• Great communicator in all forms (email and voice)
• Technically inclined with the good grasp on generic technical knowledge
• At least 5 years of customer service experience with 2 of those years handling escalations.
• OR Bachelors Degree in related field with 2 years of customer service experience with escalations.
• Ability to stand for prolonged periods and perform repetitive tasks.
• Must be able to lift at least 30 lbs and wear all required PPE.

Nice To Haves

• Excel skills would be a plus
• Familiar with Service Bench and Salesforce would be a plus

Responsibilities

• Answers inquiries received from customers, distributers, service providers and dealers
• Enters information into SF for tracking and reporting purposes
• Follows cases to completion in a timely basis
• Acts independently to resolve customer issues/recognizes when appropriate to escalate
• Reports case status monthly
• Supports dispatch team
• Finds customers a service provider willing to work on their unit.
• Gathers the data to determine the best course of action such as unit replacement versus unit repair.
• Assisting in warranty claim review and warranty processing.
• Conducts customer follow-ups.
• Assisting tech support in providing information on nontechnical related calls.
• Assumes all other duties and tasks as required and assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees