Technical Service Representative

4 days ago

Toledo, Ohio, United States Solenis Full time
Job Title: TASKI Technical Customer Service

Solenis is a leading global producer of specialty chemicals focused on delivering sustainable solutions for water-intensive industries. Our company has 69 manufacturing facilities strategically located around the globe and employs a team of over 16,100 professionals in 130 countries across six continents.

Job Summary:

The TASKI Technical Service Representative will provide service and act as a single point of contact to customers and employees with respect to ordering parts and the servicing of TASKI and NSS equipment. This role requires excellent customer service skills, technical knowledge, and the ability to work in a fast-paced environment.

Key Responsibilities:
  • Provide accurate information and timely responses to customers and employees.
  • Maintain a high level of personal knowledge in respect to TASKI and NSS equipment, parts, and related functions.
  • Communicate with customers by telephone, email, remote guidance, or chat to perform necessary diagnostic assessments and determine proper course of action for repairs.
  • Collaborate with Technical Specialists, Distributors, TASKI/NSS Sales Professionals, and 3rd party service providers.
  • Address complaints or problems that may arise throughout a service cycle.
  • Receive and process orders in compliance with company policies and procedures.
  • Dispatch service calls in conjunction with service providers and in accordance with company or customer policies.
  • Advise customers and employees of company and supplier policies such as warranties and return of goods.
  • Utilize computer technology and systems including SAP, Salesforce, Microsoft 365 suite, Intellitrail, Remote Guidance, and basic telephone systems.
  • Promote companies' products and after-sales services through up-selling techniques where appropriate.
  • Conduct after-sales follow-up calls for accessories and parts needs based on preventative maintenance.
  • Bring closure to service repairs through the use of after-service customer satisfaction surveys and take necessary action for any unresolved issues that may arise.
  • Understand, communicate, and determine warranty coverage where applicable.
  • Complete a minimum of 100 hours per year of continued learning and development.
Requirements:
  • High school diploma or equivalent preferred.
  • 1+ years of experience in a technical and/or customer service environment.
  • Experience in technical work either electronic or mechanical (i.e., schematic reading skills) is a plus.
  • Professional communication skills - should be able to communicate with peers, customers, and vendors both via verbally and via email in a respectful and friendly manner when under stress.
  • Active listening skills - Ability to ask probing questions, understand concerns, and overcome objectives.
  • Ability to build relationships by phone and email.
  • Ability to work in a fast-paced environment - should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines.
  • Attention to detail - should be able to complete accurate data entry tasks.
  • Action-oriented - should be able to self-start and follow up on feedback to ensure positive outcomes with a willingness to learn.
  • Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy.

We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you.

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits, and numerous opportunities for professional growth and development.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities/Women/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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