Job description

SUMMARY:

Responsible for providing customer and sales support on service related issues regarding powered equipment. Investigates issues to come to a swift and manageable solution that fulfills the customer needs. Track quality situations to assist in identify trends and areas of focus for action plans. Handles returns, defective material questions, and process warranty claims.

ESSENTIAL DUTIES AND RESPONSIBILITIES :other duties may be assigned as needed.

• Answer product and technical inquiries from customers both internally and externally. Act as liaison between any necessary departments as required to develop solutions.
• Understand the mechanical and electrical systems in Betco Powered Equipment in order to diagnose and troubleshoot field issues.
• Handle all inquiries and initiate Situations as required for tracking.
• Manage 3rd party service providers to ensure repairs are being completed in a timely manner. Act as the point person to initiate service requests, follow up on timing of work, and gather required information once the repair is complete.
• Proactively drive all field service items to completion.
• Track external situation data (Including data from 3rd party service providers), warranty data, and all relative quality information to be able to present to the team.
• Identify areas of focus based on the data collected. Initiate action plans to correct component or system issues on equipment.
• Assist in writing technical bulletins, service bulletins, and training materials.
• Handle customer returns due to defective material, shipping errors, etc.
• Evaluate and process warranty claims
• Assists other team members as necessary
• Assists in covering for absent team members (cross training)

REQUIRED SKILLS

• Must have mechanical understanding/ability. Experience with floor powered equipment as plus.
• Electrical understanding (Schematics, circuits, etc)
• Computer, data entry, program operation.
• Microsoft Office skills.
• Salesforce or equivalent experience.
• Excellent communication skills.
• Excellent written skills.
• Understanding of cleaning equipment operation, use, and repair

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 5x8

Ability to commute/relocate:

• Bowling Green, OH 43402: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person

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