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Service Support Representative

4 months ago

Pomona, United States Altec Industries, Inc. Full time

**Why Join Altec?**

Altec's primary products - Made in America - include Aerial Devices, Digger Derricks, Chippers, Cranes, and Specialty Equipment. In addition to our 8 major manufacturing facilities, Altec has three final assembly plants, 40+ service centers and an extensive network of mobile service technicians. Altec products are found across the U.S. and in over 100 countries around the world.

"Over the years, much has changed. But even more has not. We are as we have always been: a company led by values, powered by people and inspired to be a source of opportunity for those who depend on the performance of our products."***

**Why Altec?**
- Settle in with a Secure Essential Industry (supporting Utilities & Telecom)
- Maintain a Career Focus, with growth & development encouraged within Altec
- Competitive Compensation that rewards performance
- Comprehensive Benefits including affordable medical options, dental and vision care, matching 401(k), company-paid Basic Life, wellness programs, company events, tuition reimbursement, paid vacation
- Values that include Enjoyment of Work and Family

**Key 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

**APD Service Support**
- Determines correct billing requirements required to fulfill requests accurately and timely
- Builds relationships 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 requests for information and to assist with assignment of required tasks
- Determines correct billing requirements required to fulfill requests accurately and timely and are being met by reading Bill of Materials, Parts Pages, and related information
- Processes Service Requests in typical programs such as Oracle and Service Studio
- All other duties as assigned

**Education, Experience, and Skills Required**
- High School Diploma or GED required and
- Two years of experience in industry-related field required (i.e., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Or
- Bachelor's Degree (preferred) and
- One year of experience in industry-related field preferred (i.e., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Also,
- Hydraulic or mechanical background preferred
- Must have demonstrated experience of providing high levels of customer support
- Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
- Demonstrated Problem Solving Skills
- Strong attention to detail
- Solid team player with a collaborative nature
- Ability to multitask and handle multiple transactions
- Ability to work effectively in a fast-paced environment
- Excellent written and verbal communication

Family-owned since 1929, Altec has the reach and resources of a large organization with the heart of a local firm. "More than just building equipment, we also build relationships." Safety is a primary responsibility in everything we do as is support of the Altec Company Values: Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development - Teamwork
- Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity._