Customer Service Specialist

2 days ago

Minneapolis, Minnesota, United States Loma Systems Full time

About Loma Systems



We are a premium worldwide manufacturer of inspection equipment, used to identify contaminants and product defects in the food and pharmaceutical industries.



With over 50 years of experience developing and installing Designed to Survive equipment, we deliver on our company purpose to ensure when products leave the factory, they are contamination free, to the quality intended and safe for you as the consumer.



Our culture is hands-on, and every individual is encouraged to take the initiative to get things done. You will have the opportunity to make a real impact.



Loma Systems' parent company is Illinois Tool Works (ITW), a fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment.



This unique relationship means Loma systems can offer a personalized experienced to each and every employee, whilst offering the career progression and stability that comes from working for a larger organization.



At Loma and ITW, we leverage the 80:20 principle in everything we do. We are serious and focused on improving food and pharmaceutical safety but know that the best way to achieve this is through employing a positive mindset and having a one team culture.



If you have a proactive approach and want to make an impact, we want to hear from you.



About the Role



This position is a Customer Service Specialist role eligible for a sign-on bonus.



The role is remote in nature and you can be based out of Madison, WI or Milwaukee, WI areas.



You will service our Metal Detection, X-Ray and Checkweighing products at Loma's customer sites throughout USA in a manner consistent with Loma Systems policies and procedures while delivering exceptional customer service and promoting Loma Systems as the best in class operator.



Responsibilities:


  • Travel and deliver efficient field support to our customers in the food and pharmaceutical industries.
  • Verify that machines are operating at peak efficiency by proper calibration and testing.
  • Commission and test machines using certified test procedures, perform preventative maintenance and emergency service at customer sites.
  • Accurately document and report all service related activities.
  • Promote sales of additional Loma product offerings such as service contracts, new equipment leads, spare parts kits, etc.
  • Provide timely feedback on equipment reliability and design.
  • Maintain a satisfactory parts inventory and requisition additional parts required to perform normal duties.
  • Maintain all company property in good working condition.
  • Exercise safe working practices and procedures at all times.
  • Conduct on-site training with customer's personnel to ensure proper operation of equipment.
  • Hold meetings with customers, including scope and exit meetings.
  • Participate in the rotation of weekend on-call duties and after-hours phone support.
  • Frequently communicate between the field and the internal office support staff on technical related issues.
  • Attend refresher training classes and FSE meetings with other service team members to promote continuous improvement of technical and non-technical skillsets.


Requirements:


  • High school diploma required. Associates degree from a technical school preferred.
  • Minimum 3 years of previous experience in field customer service work or 4 years of military experience required.
  • Knowledge of and experience in diagnosing, troubleshooting and repairing electro-mechanical equipment in the field and ability to identify root-cause.
  • Take pride in being organized with regards to completion of paperwork, expense reports, etc.
  • Must be self-motivated with an inner drive to exceed expectations.
  • Ability to read, comprehend and interpret complex technical information involving mechanics and electronics.
  • Professional communication with an ability to resolve customer issues and defuse conflict.
  • Must be capable of a desire to learn a diverse set of products and continually improving product knowledge.
  • Strong ability to use electronic test equipment such as Multi-meters.
  • Ability to accept changes in a fast paced and changing environment; enjoy taking a hands-on approach in solving problems.
  • Work independently with little supervision while managing difficult and high-pressure customer situations.
  • A role model of Loma's behaviors (Hands-on, One Team, Positive Mindset, Delivering on our Commitments, Taking the initiative).
  • Proficient with office software applications required.
  • Ability to work overtime and weekends.


Physical & Environmental Requirements:


  • Must have a valid driver's license and a good driving record.
  • Must be able to travel extensively (80% or more approximately) as required to service our customers.
  • Must be able to work within tight spaces and environments that may be noisy, odorous, dusty, cold and hot on a regular basis.
  • Must be able to lift and/or move up to 60 lbs. regularly.
  • Must be able to stand for long periods of time as well as walk, twist, bend, kneel, crawl, crouch, reach, climb and work in awkward positions on a regular basis.


Estimated Salary Range: $70,000-$90,000 per year based on location and experience.



This position is not eligible for visa sponsorship.



Loma Systems is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

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