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Service Support Specialist

1 month ago

Loveland, United States Hach Full time
HACH

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

For additional company details, see www.hach.com

OUR MISSION: Ensure water quality for people around the world.

OUR VISION: We make water analysis better - faster, simpler, greener, and more informative - via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use products

POSITION SUMMARY:

The Service Sales Specialist position is primarily responsible for all aspects of initial quote preparation and distribution, contract booking and invoicing, pricing (as requested), credit and re-bill, account receivable coordination, proper service system management relating to the initiation and closing of repair jobs, customer satisfaction, and other duties as required in order to support the Inside Service Sellers in renewing standard contracts, up-sell/ cross-sell, and conversion of various service program contracts.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Process administrative tasks through Salesforce Cases including, but not limited to, processing PO's, investigating and processing invoice credits, updating service agreements, and other duties as needed
  • Answer and return customer calls via high volume call queue
  • Prepare customer quotations for service contract renewals and add-ons while following standard work to ensure on-time renewal
  • Engage customers in the contract renewal process as required via phone call and email
  • Create and update customer opportunities for Service Partnership renewals in SFDC
  • Populate and maintain high standards of data integrity in Salesforce, ServiceMax, Oracle, and on customer ERP account
  • Assist in the organization and execution of contract terms and conditions and supporting documentation such as vendor applications, Certificates of Insurance, etc.
  • Support required distribution of customer documentation (ex. Invoices, etc.)
  • Investigate service-related issues and collaborate with other departments (e.g. Sales, Service Development, Dispatch, Tech Support) to improve processes and leverage the best resources to close business and support customers
  • Work on multiple tasks at once while maintaining a high level of accuracy
  • Engage in department Key Performance Indicators (KPIs) through visual management and countermeasure where appropriate, to support continuous growth and improvement
CRITICAL COMPETENCIES:
  • Thinks through and analyzes complex problems, challenges, and drives to root cause
  • Prioritizes effectively, acts with speed and agility
  • Demonstrates deep understanding of customer expectations and end user needs
  • Actively participates in cross functional brainstorming sessions
  • Consistently drives high quality, on-time results
  • Maintains good working relationships with peers and supervisors; works collaboratively
  • Behaves in ways that are aligned with the Danaher Standards of Conduct
QUALIFICATIONS:
  • High School or equivalent required; Associates Degree or some college coursework preferred
  • Demonstrated proficiency with Microsoft Office products including Word, Excel, PowerPoint, and other database applications
  • Call center or heavy call volume experience
  • Minimum 1-year Customer Service experience
  • Minimum 1-year general office experience or equivalent
  • Knowledge of Oracle ERP, Salesforce, and/or Cisco Finesse preferred
  • Effective organizational and time management skills
  • Good communication skills; both written and verbal
  • Strong problem-solving skills


The pay range for this role is $18-$20 hourly. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus pay.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, talk, hear, and smell. The employee may occasionally lift, carry, push or pull up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment may consist of an indoor, work or home office environment with good ventilation, adequate lighting and low noise levels and/or subjected to moving mechanical parts, electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, extreme temperatures and work space restrictions while working in the field.

Employees may be required to wear proper Personal Protective Equipment (PPE) while working in the field which may include eye and hearing protection, protective smock, steel toe shoes, gloves, hard hats, or face shields.

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.

PRE-EMPLOYMENT TESTING:

External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate's position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

The compensation range for this role is $20.00 - $29.00 USD per hour. This job is also eligible for Incentive Pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@veralto.com to request accommodation.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

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