Technical Customer Service Representative

6 days ago

Fond du Lac, United States BCI Burke Full time
Join Our Movement

BCI Burke is a growing company that designs and manufactures equipment for playgrounds, recreation, outdoor fitness and classrooms Using research-based design, that help everyone find the best of themselves through play and movement. Founded in 1920 in Fond du Lac, Wisconsin, our passion, mission and business is to bring Play That Moves You ® to the communities we serve. With hundreds of dedicated employees, BCI Burke is a leader in the recreation industry and continues the more than 100-year dedication to being a partner to parks and recreation, schools, churches, Homeowner's Associations, childcares, Landscape Architects, and anyone who is looking to bring play and outdoor recreation to their community. Joining Our Movement as a Technical Customer Service Representative will give you the opportunity to be part of something bigger and grow your career with Burke

What Moves You?

We're not going to lie; this is an amazing opportunity. It requires hard work, a lot of creativity, enthusiasm and, of course, an abundance of Purple Passion (def. a love of play, bringing play to communities and specific love of Burke and those you work with) If have a mechanical or manufacturing background with experience in a technical or field support customer service role, we have a great opportunity for you.

The Role - What You'll Do

As the Technical Customer Service Representative, you will be responsible for providing exceptional technical support to our customers, resolving issues related to our products, and ensuring customer satisfaction. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve problems.

Additionally, the Technical Customer Service Representative is responsible for assisting the Burke Customer Service team by:
  • Listening and understanding the customer's situation, troubleshooting and providing excellent customer service.
  • Diagnosing and resolving technical issues related to manufacturing equipment and processes.
  • Guide customers through technical or manufacturing procedures and processes.
  • Referencing playground design drawings and installation instructions to help installers on site.
  • Building relationships, both internal and external, with Representatives and customers to help meet their needs in assembly, repair, information finding and problem solving.
  • Understanding key customer and installer needs and working cross-functionally to support those needs.
  • Collecting and analyzing customer information. Maintain accurate records of customer interactions and technical issues.
  • Escalating unresolved issues to the appropriate internal teams, ensuring timely resolution.
  • Compiling monthly, quarterly and year-to-date reports of customer service reports processed.
Qualifications That Move Us
  • Excellent communication, follow-up and follow-through skills
  • A mechanical or manufacturing background with previous experience in some area of Tech or Field Support related to Customer Service
  • A previous role working with replacement and/or repair parts for customers is a definite plus
  • A solid understanding of product assembly or part drawings, maintenance and installation instructions
  • Must be able to multi-task and have a 'Can-Do' attitude for problem solving
  • Ability to effectively present information and respond to Burke Representative and Burke product installers one-on-one, or in group situations with managers, customers and team members
  • Have a willingness to learn Burke product history and become a product 'expert' for future repair needs of customers
  • Possesses the ability to visualize a problem with sometimes limited phone discussions or only pictures that are provided
  • Recognizes and understands trends with product issues and communicates those to Product Development or QC
Value Added Skills:
  • Parks & Recreation experience


Teamwork

We have an awesome team at Burke and the right individual for this role will fit well within our culture of teamwork, straightforward and open communication. Oh, and you need to have a passion for play

Benefits:

Health:

Comprehensive medical including optional dental and vision insurance and health savings or flexible spending accounts

401(k) with match

Employee assistance program

Life insurance

Disability insurance

Work-Life Balance:

Flexible schedule

Paid time off

Employee Appreciation:

Summer food truck parties every week

New fitness center

Gifts

Referral program

Burke is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Military veterans are encouraged to apply.

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