Technical Resolution Specialist
4 weeks ago
NETZSCH Premier Technologies is a leading manufacturer of milling, mixing, dispersing, and classifying equipment. Located in Exton, PA, NETZSCH Premier Technologies is the North American subsidiary of the globally operated group of NETZSCH companies.
We are seeking a Technical Resolution Manager to support customers with their NETZSCH equipment and warranty claims. This role involves communicating internally with the NETZSCH team locally or globally to resolve customer equipment issues.
Key Responsibilities- Work with customers through the warranty or return process, including processing returns in SAP, verifying product return, inspecting product, and following up with the service department and customer until a resolution is achieved.
- Resolve customer aftermarket complaints or issues via phone or email and track and manage information regarding warranty or customer complaints in Salesforce.
- Troubleshoot situations for all applications of NETZSCH equipment, over the phone, via email, or out in the field, potentially repairing or disassembling product in the field.
- Conduct failure analysis on equipment and parts, providing written reports on findings and conclusions for root cause analysis.
- Work with the After Sales Promotor to contact customers who responded to NETZSCH surveys.
- Assist with department Key Performance Indicators (KPIs) applicable to Warranty, non-warranty, service, and general call/email/issue resolution.
- Previous technical or mechanical experience, or education in a technical field, as well as previous experience working with customers.
- Excellent organization skills with the ability to manage multiple priorities in a fast-paced, multi-tasking environment.
- Team player with the ability to work productively with a wide range of people and departments.
- Exceptional interpersonal and communication skills.
- Previous experience with Microsoft office products and knowledge of CRM software, and SAP or similar ERP system.
NETZSCH offers a full benefits package, including medical, dental, vision, Life, STD, LTD, 401k with Company match, tuition reimbursement, and paid time off.
We are an Equal Opportunity Employer, including disability/vets.
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