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Industrial Support Specialist
2 months ago
BHS Corrugated & Robotics is on the lookout for a Help Desk Facilitator who possesses a strong commitment to customer satisfaction and a solid technical foundation in industrial or mechanical systems. This role is distinct from traditional IT Help Desk positions; we seek an experienced industrial technician adept at managing customer inquiries, diagnosing technical challenges, and overseeing service requests. Your proficiency will guarantee that our clients receive timely, precise, and professional assistance.
Core Responsibilities:
- Technical Call Management:
- Field technical inquiries from clients and perform initial assessments.
- Confirm and update client contact details (name, number, email).
- Determine the nature of the inquiry (electrical, mechanical, IT, technical research).
- Collect information such as client location, equipment number, and issue description.
- Create and classify service requests based on urgency.
- Direct service requests to the relevant technical department or level.
- Assist the Help Desk Coordinator in managing the ticket queue.
- Service Request Oversight:
- Monitor open service requests as necessary to ensure prompt resolution.
- Support the Help Desk Coordinator in prioritizing service requests.
- Client Data Administration:
- Serve as the primary contact for updating client information in our database.
- Safety and Information Management:
- Assist in the administration of safety and information communications.
- Create service requests and disseminate necessary information to clients.
- Document and track the status of service requests for record-keeping purposes.
- Reporting Duties:
- Generate requested reports from the service management system as needed.
- Meetings and Projects:
- Participate in required meetings, whether remotely or in person.
- Contribute to service enhancement projects as required.
- Additional Responsibilities:
- Perform other related tasks as assigned by management.
Qualifications:
- Professional interaction skills with employees and management.
- Excellent verbal and written communication abilities.
- Customer service-focused with an emphasis on delivering exceptional support.
- Able to work independently and collaboratively without direct supervision.
- Availability during standard business hours, with potential for overtime.
- Willingness to travel occasionally, as needed by management.
- Proficient in computer systems, including Microsoft Office and web-based applications.
- Ability to handle confidential information with care.
- Must pass a background check and drug screening.
Preferred Qualifications:
- A technology-oriented mindset is highly desirable.
- A technical background with experience in corrugator operations is advantageous.
- Ability to work extended hours in an office or desk environment, typically averaging 9-hour workdays.
Why Consider BHS Corrugated & Robotics? This position provides the chance to utilize your technical skills in a customer-facing role, ensuring that our clients receive the highest level of support. You will serve as a vital link between our clients and technical teams, significantly impacting service quality and customer satisfaction.
