Technical Service Specialist

3 weeks ago

Lake Orion, United States American Battery Solutions Full time

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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