Customer Service Technician

Full-time

Customer Service Technician Position Description

We are looking to fill an entry-level Customer Service Technician Role. (1-2+ years exp.) in Needham, MA . This Role would be responsible for ensuring that customers, distributors, and service providers receive professional and courteous support regarding the company's products, software, and services. Through email and telephone calls, the position is responsible for remotely diagnosing problems and determining resolutions, managing the processing of spare part orders, and handling customer inquiries, warranty claims, and resolving customer issues.

This position is also responsible for initiating requests for field service, providing estimates, processing parts orders, and providing remote diagnostics for the customer base. Schedules and coordinates the service and the return of products using established RMA practices in an efficient and timely manner. Follows established company guidelines on servicing, repairs / and returns.

Customer Service Technician Responsibilities

• Be the main point of contact for customers and service providers.
• Process all customer service orders promptly, and maintain customer logs, records, and files.
• Analyze customer problems and implement appropriate corrective action to initiate field service if necessary.
• Track and report on warranty issues, parts, and customer returns.
• Respond to alerts generated by our CLEAN software system.
• Monitor and proactively repair key account fleets as identified by management.
• Troubleshooting skills and willingness to learn and understand the nuances of product design and operation. (training provided)
• Ability to accurately communicate technical information (written and verbal).
• Excellent organizational skills with the ability to work independently and on multiple tasks.
• Ability to maintain a positive customer-focused attitude at all times.
• Experience with Salesforce or similar CRM software is a plus.
• Project management experience is a plus.

Requirements

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