Customer Support Team Lead
1 week ago
nLIGHT is a leading provider of high-power semiconductors and fiber lasers for industrial, microfabrication, and aerospace & defense applications. Our mission is to push the boundaries of laser technology and make a meaningful impact on various industries.
We are seeking an experienced Customer Support Admin to join our team. This role will play a critical part in ensuring excellent customer service and support to our clients.
Job Description
- Main Responsibilities:
- Respond to service requests and dispatch appropriate technical personnel.
- Monitor service engineer availability and alert manager of shortages.
- Provide Salesforce CRM updates: meeting notes, opportunities, customer profiles.
- Update database with all service contracts and warranty in force.
- Service quotes: Assist customer service manager and sales account managers with service quotes using Customer Support price list.
- Manage spare part orders and returns, RMA support, material transactions.
- Managing service related documents: shipment authorization, Proof of Delivery (POD) and systems acceptance forms.
- Monitor return shipments of failed parts to nLIGHT or repair vendors and back to customer.
This is a full-time position that requires a strong customer focus, effective communication skills, and ability to work in a fast-paced environment.
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