About this role
Key Deliverables
• Able to respond to the workload of service calls in a professional manner
• Communicates effectively with customers, regardless of their level of technical knowledge; can explain to customer the cause of their problem and the remedy; if problem has not been repaired, offers explanation of situation and recommended next steps
• Able to follow and utilize troubleshooting guides to identify problems in a short period of time
Position Responsibilities
• Consistently checks system operations and safety and limit controls before leaving job locations
• Ensures customers' questions/concerns have been addressed before leaving the work site
• Uses proper tools and instruments while troubleshooting
• Incorporates solution techniques to assist other service representatives and helps resolve issues and customer problems
• Schedules arrival and departure with customers
• Communicates tactfully to offer suggestions if system problems are caused by the customer
• Demonstrates ability to determine priorities based on a call schedule, responding to inadvertent interruptions, carrying proper tools and materials, and scheduling vehicle maintenance
• Promptly and accurately completes all required paperwork
• Keeps supervisor and manager informed of new developments, changes, or customer complaints
• Completes service reports daily; obtains customer signature on all service reports
• Signs up for memberships and technical organizations to improve knowledge and skills
• Keeps technical knowledge current regarding equipment and concepts
• Searches out and reads applicable manuals
• Other duties as assigned