Technical Support Specialist

2 days ago

Wixom, Michigan, United States PTG Full time
Purpose

To deliver exceptional technical support and customer service by effectively resolving client issues, providing expert guidance on product usage, and ensuring customer satisfaction. This role bridges the gap between the company's technical capabilities and the customer's needs, fostering a culture of excellence and customer-centricity.

Responsibilities
  • Oversee the internal tracking system for service jobs, including managing Q360 boards, technician databases, and client web portals as required, ensuring seamless communication and efficient service delivery.
  • Diagnose and troubleshoot service requests before dispatching technicians to optimize service efficiency, minimizing downtime and maximizing customer satisfaction.
  • Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity, precision, and alignment with customer expectations.
  • Align technician sourcing needs with Installation Services, including SOWs and budgets, to ensure timely and cost-effective service delivery.
  • Clearly communicate SOWs to technicians, facilitating efficient and timely service dispatches, and ensuring a high level of customer satisfaction.
  • Maintain and update client-specific notes in Q360, ensuring accurate and current information, and facilitating informed decision-making.
  • Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360, ensuring compliance with company policies and customer agreements.
  • Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards, and maintaining a strong reputation for quality and reliability.
  • Escalate concerns or ongoing issues to Manager, particularly those affecting SLAs or recurring challenges, to ensure prompt resolution and customer satisfaction.
  • Manage service call costs to stay within approved budgets as determined by customers and SLAs, ensuring financial accountability and transparency.
  • Collaborate with Engineering to ensure the proper equipment is specified and quoted for replacements or enhancements, ensuring seamless integration and customer satisfaction.
  • Generate quotes in Q360 and obtain client approval when necessary, ensuring clear communication and customer buy-in.
  • Coordinate equipment shipments, maintaining clear communication with internal and external customers as required, and ensuring timely delivery and installation.
  • Ensure the successful completion of service jobs by technicians, including the collection of Certificates of Completion (COC), photos, and verification of technician PO amounts, and maintaining a high level of customer satisfaction.
  • Upload all necessary documentation into the internal storage system for easy access and record-keeping, ensuring compliance with company policies and customer agreements.
Qualifications
  • Associate's degree or equivalent work experience.
  • 2+ years of experience in a technical customer service or support role.
  • Experience working with service management software, such as Q360 or similar systems, a plus.
  • Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
  • Understanding of Service Level Agreements (SLAs) and experience in adhering to them.
  • Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical stakeholders.
  • Strong customer service orientation with a focus on building and maintaining positive client relationships.
  • Ability to work collaboratively with cross-functional teams, including Engineering and Installation Services.
  • Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
  • Ability to work independently with minimal supervision while maintaining accountability.

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