Service Desk Professional
2 weeks ago
About the Role
We are seeking an experienced Service Desk Professional to join our Lifecycle Services team. As a key member of the team, you will work collaboratively with cross-functional teams to execute company strategies in support of customers.
Key Responsibilities
Prepare accurate and timely quotations for domestic parts orders and create quotes.
Manage and maintain order records and related documentation efficiently and effectively.
Address customer inquiries about service requests, parts orders, pricing, and delivery timelines.
Provide technical assistance by researching drawings and manuals to identify and recommend appropriate components.
Follow up on parts quotes to secure orders, maintain customer satisfaction, and ensure timely communication.
Monitor and manage shipping dates for parts orders using shipping reports, coordinating with purchasing and scheduling teams to align delivery schedules.
Coordinate and resolve customer issues or concerns, escalating them to the appropriate departments when necessary.
Process service purchase orders (POs), including finalizing quotes, creating job folders, assigning new part numbers, routing orders, completing order entry, creating work orders (WOs), sending confirmations, and providing work order details.
Assist customers and technicians by providing necessary documentation such as drawings, manuals, and related paperwork.
Requirements
Education: High School Diploma or GED and 1-3 years of related work experience; or combination of education/experience.
Communication Skills: Strong oral and written communication skills, including the ability to respond to customer inquiries and complaints effectively.
Technical and Analytical Skills: Proficient in using MS Office applications, including Word, Excel, and Outlook. Experience with ERP systems, including developing quotes and entering orders; knowledge of Global Shop or Microsoft Dynamics is a plus.
Industry Knowledge: Knowledge of food processing or related product lines and general familiarity with a custom machinery environment is highly desirable.
Teamwork and Independence: Ability to work collaboratively within a team while also making independent decisions when needed.
Work Environment
This position is an office-based position with visits to the manufacturing area. In the manufacturing area, employees may be exposed to moving mechanical parts and may occasionally be exposed to fumes and/or airborne particles.
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