Technical Service Advisor

4 weeks ago

Brookfield, United States Milwaukee Tool Full time

Job Description:

As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services.

As a Milwaukee Technical Service Advisor, you will:

* Join a team of associates motivated to deliver positive end user support experiences
* Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates
* Identify and implement tools & processes to drive support improvements

Your responsibilities will include, but will not be limited to:

* Providing phone, email and written support for Milwaukee products and services.
* Developing reference tools and training in support of new product launches
* Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools
* Developing & maintaining product, service and procedural reference files in a shared, digital library
* Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.
* Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention
* Engaging appropriate personnel to address engineering application requirements and liability concerns
* Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff
* Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects
* Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements

We're looking for:

* A great communicator that is focused on delivering a world-class customer care experience
* Excellent problem solving skills with strong technical and mechanical aptitude
* Experience in providing mobile and software technical support and troubleshooting
* Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service
* Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries
* An ability to listen to customers, interpret their needs, and provide required support
* Excellent time management, multi-tasking and organizational skills
* Exceptional service & support quality in a fast-paced environment
* Ability to use a variety of software tools to research, reference and resolve inquiries
* 3+ years of experience in Customer Service, Technical Support or related field
* High school diploma or equivalent education
* Fluent in English (proficiency in Spanish desired)

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