Technician, Service

Global Industrial

5d

About The Position

Global IndustrialFor over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America. We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America. Key Responsibilities• Monitoring compliance with service level agreements (SLAs), ensuring proper contract execution. • Tracking key performance indicators (KPIs) of service providers, identifying areas for improvement, and initiating regular performance reviews. • Investigating and resolving service-related issues, escalating concerns to appropriate parties when necessary. • Maintaining regular communication with service providers, providing updates on business needs, and addressing any concerns  • Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable • Liaise with Service Providers to solve customer service issues. • Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues. • Perform post service follow up calls to assure customer satisfaction  • Service Provider site visits as required

Requirements

• Ability to effectively communicate both verbally and in writing with internal teams and external vendors.
• Strong data analysis skills to track and interpret performance metrics.
• Ability to identify and resolve issues efficiently.
• Ability to manage multiple projects and deadlines simultaneously.
• Developing and maintaining positive relationships with service providers.
• Bachelor's degree or 10+ years of experience in a related field.
• 1-3 years of experience in vendor management, customer service, or related role.
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint

Responsibilities

• Monitoring compliance with service level agreements (SLAs), ensuring proper contract execution.
• Tracking key performance indicators (KPIs) of service providers, identifying areas for improvement, and initiating regular performance reviews.
• Investigating and resolving service-related issues, escalating concerns to appropriate parties when necessary.
• Maintaining regular communication with service providers, providing updates on business needs, and addressing any concerns
• Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable
• Liaise with Service Providers to solve customer service issues.
• Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues.
• Perform post service follow up calls to assure customer satisfaction
• Service Provider site visits as required

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees