Service Support Representative II

Why Join Altec?

This position is located at the San Antonio, TX Service Center.

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


* Performs specific customer requirements for the opening and closing of Service Requests.


* Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.


* Resolves problems with strong analytical and administrative abilities.

Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment.


* Uses analytical information to identity Service Request, Installed Base, or payments errors to facilitate continuous improvement.


* Resolves up to level 3 and 4 Installed Base related updates with minimal assistance.


* 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.


* Creates and/or maintains reports for Inventory control including but not limited to: Debrief errors, Items NOLOC, expected receipts (parts not received to PCD after shipping label creation).


* Conducts parts follow up per established standards.


* Conducts review of Service Requests in Pending status in order to identify and resolve parts handling errors.


* Attends and/or conducts peer to peer training as directed by supervision.


* Attends formal training as may be required.

Parts Service Support


* Determines correct billing requirements 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 provides accountability as required.


* Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.


* Creates and manages Purchase Orders and Invoices in support of day to day operations per established standards under the direction of Supervision.


* Conducts and assists with parts look up escalations.


* Conducts Parts set up as required for first time parts orders and escalates as required for timely resolution.


* Attends and/or con...