Norlake
  • 25-Jun-2021 to 24-Aug-2021 (CST)
  • Service/Installation
  • Hudson, WI, USA
  • Based on Experience
  • Hourly
  • Full Time

Technical Services Specialist

Location: Hudson, WI OR New Albany, MS


Reports to: Manager of Technical Service and Installations

Direct Reports: No

Employment Type: Full Time


Position Summary:

Reporting to the Technical Services Manager, the Service Specialist is responsible for assisting customers with the root cause and resolution of installation, repair, parts, and warranty issues; including liaison with outside service companies, issuing of credits, and returned goods authorizations and sales of replacement parts.

Responsibilities:

The following is a list of job responsibilities for the Service Specialist. This list is not all-inclusive and may be broadened or changed to meet our changing business environment:

Primary:

  • Receives technical service requests and takes appropriate action to identify root cause and resolve issues according to established guidelines and procedures.
  • Provides technical support to customers and service agents for the applicable equipment line verbally and in writing.
  • Inputs issue, root cause and resolution details into the Global Warranty & Issue Tracking database.
  • Develop and maintain expertise regarding the refrigerated solutions industry, product, and application trends
  • Act as a technical advisor of the sales, service & customer care teams, SWAT, escalation management, etc.
  • Receives requests for price quotes on parts and service sales.
  • Using parts catalogues and standard pricing guidelines, assists customers in identifying parts, calculates pricing.
  • Receives orders for parts and services, prepares supporting documentation, and submits to order entry staff.
  • Identifies and communicates with contracted service companies to arrange for installations and repairs.
  • Prepares returned goods authorizations and credit requests, obtains appropriate approval, and distributes copies to the customer, receiving staff, accounting staff, etc. as appropriate.
  • Informs customers, service companies and outside sales representatives on the status of service and warranty issues verbally and in writing.
  • Prepares verbal and written status reports for the Manager of Technical Services and Installations.
  • Maintains orderly files including copies of quotations, orders, catalogs, and other documentation used in the work.
  • Represent Nor-Lake in a technical, ethical, and professional manner.
  • Adhere to Nor-Lake's safety culture.

Qualifications:

Required:

  • Associates Degree or Technical School Degree with significant and successful on-the-job experience
  • At least 5 years in Customer Care, Field Service or Technical Service, installing and maintaining capital equipment
  • Minimum of 4 years working in refrigeration or HVAC
  • Demonstration of strong customer relationship focus and skills
  • Exceptional written and verbal communication skills
  • Read and interpret architectural, mechanical, and electrical blueprints and have a solid understanding of electrical and mechanical control systems
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Skill in communicating internally and externally with sensitivity and tact; ability to diffuse upset customers.
  • Skill in organizing and prioritizing work
  • Ability to manage projects i.e. installations
  • Ability to adapt quickly to changing demands
  • Ability to learn and recall technical information related to company products and services
  • Knowledge or experience using a SMS (Service Management System); Global Warranty preferred. Preferred:
  • BA/BS degree in science/technology/business
  • Use of CRM and service management systems
  • Project Management
  • Microsoft Office, ERP system and general computer applications; Epicor experience preferred

RSG is an EEO employer as defined by the EEOC.

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