Technical Service Specialist
7 months ago
Job Summary: The Technical Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the ABS customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. This individual will work closely with our prototype and production engineering manufacturing teams, as well as key suppliers and the validation/testing teams. Responsibilities: Service * Ensure customer satisfaction with product performance and field service activities. * Assign and schedule regional Service Technicians. * Prepare and approve quotations for field service activities. * Review and approve field service reports; provide complete and professional documentation to the customer. * Responsible for after-hours and emergency 24/7 customer support. * Develop and maintain spare parts programs with cross-functional operations support. * Develop and present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations. Warranty * Manage customer Return Material Authorization (RMA) process. * Manage customer Warranty process. * Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts. * Create Customer and Product Warranty documents. * Develop and implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns. * Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance. Position Qualifications: * Bachelor's degree in business, engineering, or a related field. * Minimum of seven (7) years of experience working in customer service and a minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians. * Minimum of five (5) years of working with complex electro-mechanical systems required. * Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices. * Highly collaborative with a genuine passion for customer service. * Excellent analytical, communication, and presentation skills. * Strong interpersonal skills to work with team members on all levels of the organization. * Highly organized and detail oriented. * Ability to travel approximately 25% domestically and internationally. * Ability to work in a dynamic start-up environment where initiative and ownership is preferred. * Assertive, and not afraid to share their opinion. Key Competencies: * Focuses on Quality: Drives work results with a quality focus on actions and results. * Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems. * Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results. * Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition. * Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace. * Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before. * Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives. * Communications: Exchanges thoughts, feelings, and information effectively. Physical Requirements / Working Conditions: The physical demands described here are representative of those that must be met by an e
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Precision Machine Specialist
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Customer Service Specialist I
2 weeks ago
Lake Orion, United States Isuzu Motors Limited Full timeThis role is hybrid, requiring three days onsite in Lake Orion, Michigan. We are not considering visa sponsorship for this positionJOB SUMMARYInteracts with IGSS retail and fleet customers, via phone and email to resolve software/hardware related issues with IDSS (Isuzu Diagnostic Service Systems). Monitors all retail and wholesale orders and assists in...
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