Customer Support Specialist - Equipment

Job Description

Job Description

Summary

The Inside Sales Representative is responsible for facilitating the service, repair, rental, and return process as it relates to customers and serving as a key point of contact for internal and external customers.

Essential Duties and Responsibilities include the following. Accurately and efficiently manage the repair and rental processes : customer orders, provide accurate order entry and price quotations, , tracking, and ensuring timely customer follow-up pertaining to delivery times, warranty periods, etc.

Initiate the equipment diagnosis process for customer-owned equipment by preparing and sending the equipment valuation form to Service / Repair.

After diagnosis and upon receipt of the completed equipment valuation forms, generate customer price quotations for serviced and / or repaired equipment.

Receive, screen, and route Company phone calls in a professional and consistent demeanor while soliciting customers’ needs and appropriate information to assist them (such as customer name and order requisition, and customer needs such as : status updates, lead times, pricing, product availability, technical assistance request, etc.

assist if able or relay customer to the appropriate sales representative.

• Provide timely, proactive communications to customers including immediate assistance on telephone inquires and responses to customer e-mails.
• Develop and maintain knowledge of Company products, services, reference materials, and catalogs.
• Develop professional relationships and build rapport with customer contacts and sales representatives and effectively interface with other departments.
• Maintain equipment and contact databases with pertinent information from sales orders shipped.
• Maintain sales filing system including invoices and purchase orders.
• Create a positive image of the Company through excellent customer service.
• Manage Return Merchandise Authorization (RMA) processes for service and sales departments.
• Attend production meetings and coordinate between production and sales departments.
• Send tracking information and all shipping documents to customer after their order ships.
• Partner with the Shipping department to ensure all orders are sent correctly and in a timely fashion.
• Partner with Production and Purchasing to review status of orders and ensure orders are ready for shipment. Notify Shipping when orders are ready for shipment.

Monitor Boeing Exostar spin orders and distribute accordingly to the appropriate Heatcon team member.

• Assist with customer requests on getting replacement operations manuals and / or updated manual as needed.
• Work closely with managers in updating monthly KPIs for Service & Repair.

Supervisory Responsibilities

This position assists in providing guidance and direction for sales personnel.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

Bachelor’s degree (B.A. or B.S.) in an applicable technical field from a four-year college or university and four years of sales experience in an aerospace or manufacturing environment and / or training or equivalent combination of education and experience.

Computer Skills

Proficient with a personal computer, word processing programs, and spreadsheets and ability to type.

Language Skills

Ability to read professional reports, scientific and technical journals, and legal documents. Ability to effectively communicate information to other employees, management, and customers.

Ability to respond to inquiries or complaints from customers. Must be able to write professional correspondence. Must have strong customer service and persuasive sales skills.

Mathematical Skills

Ability to apply concepts of arithmetic, algebra, and geometry to calculate figures and amounts such as discounts, product pricing, profit margins, and Ohm’s Law.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, stand, balance, sit for prolonged periods, speak clearly, and hear.

Specific vision abilities required by this job include close vision and ability to adjust focus. The employee is regularly required to use fingers, hands, and arms to manipulate and shuffle documents, use writing instruments, and type on a keyboard.

The employee must occasionally lift and / or move 25 pounds.

Safety Rules

Employees are required to know and abide by all safety rules and programs. Employees must observe and practice safe working conditions and report any condition that does not meet safety standards.

Under state law, employees have a duty to immediately report all accidents to their employer. Work areas should be kept clean and well-organized.

Work Environment

Drug-free working environment. Usual office conditions.

A AP / EEO Statement

HEATCON® is an affirmative action and equal opportunity employer - Minority / Female / Veteran / Disability. Applicants are considered based on knowledge, skills and abilities, without regard to race, color, religion, creed, gender, national origin, marital status, sexual orientation, age, protected veteran status, disability or any other basis protected by federal, state or local law.