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Service Tech Fellowship Apprentice

2 months ago

Jacksonville, United States Hobart Service Full time
Job DescriptionJob DescriptionCompany Description

Alpine, an ITW company, is a leading provider of building component software, equipment, and the industry’s best service to truss manufacturers.  Partnering with our customers, we help to improve their businesses and make them more productive.  We are also a leader in delivering software solutions to homebuilders to increase productivity and profitability.  

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures. 

Job Description

Alpine is seeking a Service and Repair Advisor in our Grand Prairie, TX location to provide phone technical support for Alpine ITW equipment customers. This position is a technical support role with the secondary goal of selling replacement parts, spare parts packages, maintenance contracts, etc.

Primary Responsibilities:

  • Handles inbound technical support service calls professionally.
  • Assists customers to identify required replacement parts, quotes prices, and enter sales orders in ERP. This includes estimates on date of delivery, based on current stock levels and production schedules and delivery dates.
  • Provides technical support troubleshooting via tools such as phones, computer, internet, and other appropriate communication devices and processes.
  • Investigates and resolves customer problems with deliveries.
  • Documents all new or updated customer and sales data for entry into ERP database (Baan) CRM software (Zendesk).
  • Works with outside sales representatives to keep account activities and literature up to date.
  • Builds and maintains customer relationships.
  • Communicates with coworkers, management, staff, and others in a courteous and professional manner while providing high quality customer service to all internal and external customers.
  • Occasional trips on-site to customer to troubleshoot and make field repairs (< 15% of time)
Qualifications

  • Associate Degree in mechanical or electrical field or 2-3 years’ experience working on industrial equipment
  • 2+ years’ experience in telephone sales or customer service
  • 2+ years’ experience with some of the following: mechanical, electrical, electronic, computer, motion control systems, firmware, software, and related components and systems a plus
  • Refrigeration experience
  • Experience with training customers on automated equipment preferred
  • Excellent written and oral communication skills
  • Strong organizational skills
  • Detail-oriented; produces focused results.
  • Possess/maintain valid driver’s license and maintains a clear Motor Vehicle Report (MVR)
  • Ability to effectively travel on occasion as needed (