Service Support Representative I

Responsibilities

PURPOSE OF POSITION:
• Responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating.

Responds to customer inquiries and resolves customer issues.

Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.
MAJOR RESPONSIBILITIES
Administrative Service Support
• Creates accurate and timely repair orders.
• Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
• Performs specific customer requirements for the opening and closing of Service Requests.
• Resolves problems with strong analytical and administrative abilities.
• Resolves Level 1 and 2 Installed Base updates.
• Effectively represents Team Altec; Communicates any customer needs/requests within Service's scope to the appropriate Altec entity or External customer.
Inventory Service Support
• Assists Supervisors and Technicians with the scheduling of required inventory actions.
• Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
• Conducts Freight debrief per established standards.
• Creates shipping labels as required for Mobile Service and Centralized shops as directed/required
• Attends peer to peer training as required to develop and maintain all required skills.
Parts Service Support
• Conducts Stock parts order entry, form entry as directed per established standards.
• Researches parts with assistance/oversight of applicably trained peers and/or supervision.
• Reconciles requests for parts order follow up and escalate as required.
• Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Conducts the P.O.

process within established Altec standards and provide accountability as required.
APD Service Support
♦ Conducts parts order entry & form entry per established standards.
♦ Researches parts with assistance/oversight of applicably trained peers and/or supervision.
♦ Determines correct billing requirements required to fulfill requests accurately and timely
♦ Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
♦ Reconciles requests for parts order follow up and escalate as required.
♦ Builds relationship with customers based on respect and service with professionalism and proper etiquette.
Estimating Service Support
• Reviews requests for estimates and assigns tasks to appropriate team member.
• Develops accurate Service Estimates using established processes.
• Monitors and maintains the Service Estimating inbox in order to identify and escalate req...