Client Relations Technician

1 month ago


Buffalo Grove, United States Addison Group Full time
Job DescriptionJob Description

Are you currently an Electrical Engineer or Field Technician looking to transition to an office setting? My client is seeking a professional candidate with exposure to customer service and hands on troubleshooting and repairs of medical and electrical equipment. This role offers excellent benefits, growth opportunities in a corporate environment, and a youthful team environment.

Title: Client Relations Technician

Pay: $55-$70K

Location: Buffalo Grove, IL

Responsibilities

  • Knowledge of technical aspects of electrical equipment and its operation, repair, and maintenance
  • Ability to run diagnostics, analyze, repair, and test laser equipment
  • Provide level II troubleshooting expertise, identify symptom and diagnose
  • Generate service estimates, Review Quality Control documents, Create Service Reports, Monitor and report on service trends
  • Handle a continuous flow of inbound calls and emails
  • Create and manage customer service tickets, handling open tickets from start to finish
  • Provide customer service while documenting continuous touchpoints with customers
  • Investigate and resolve cases while problem-solving with a high customer focus
  • Relationship development, providing a positive customer experience while building a lasting rapport
  • Schedule and document preventative maintenance (PM)
  • Process sales orders, coordinate return authorizations, and check product and service availability
  • Effectively listen to ensure customer perspective is understood and provide feedforward on customer journey improvements
  • Deescalate tense situations and provide a calming presence
  • Coordinate and partner with various departments, engaging in effective interdepartmental communication
  • Be knowledgeable about current company policies, procedures, and directives
  • Continues improvement towards what the company does to support the business and success of internal and external customers
  • Work within our CRM and ERP systems, Salesforce and NetSuite

Qualifications

  • HS Diploma
  • 2+ years of experience with hands on repair, field technician, or level 2 technician experience working with medical, laser, and highly technical capital equipment and machinery
  • CRM & ERP experience is preferred
  • Will not consider candidates who repair phones, laptops, or smaller and more disposable technology.






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