Job Description
Interviews customers and records interview information into computer for customer service by performing the following duties.This job is an at-will position. Employment in this job is not for any fixed period of time, and either the Company or the employee may terminate employment at any time, with or without advance notice, and with or without cause. The Company may change the terms or conditions of employment at any time.
Job Responsibilities
Technical
• To act as the communication link between the customer and the field service engineer by accepting and dispatching service calls. The customer service specialist places service orders in the database to contact the engineer.
• Provide contract status information
• Fax information to customers as needed
• In the database, look up price of parts, availability and place orders for both the customers and field service engineers.
• Check on shipping status of parts using the internet
• Support the Field Service Engineers by tracking engineers, receiving and distributing engineers’ mail, tracking time cards and service reports, receiving and logging engineers’ expense reports, etc.
• Assisting in closing service calls
• Add and maintain system information in the serial file located in the database
• Enter new equipment
• Changes made to systems
• Perform audits on service order information making sure the engineers have filled in all necessary information using a checklist
• Service order audits
• Open Line audits
• Good working knowledge of departmental policies and procedures
• Create and maintain customer files, which includes filing invoices and service orders
• Takes International and Dornier Direct parts orders
• Changes made to systems
• Assisting in closing service calls
Administrative
• Good working knowledge of departmental policies and procedures
• Create and maintain customer files, which includes filing invoices and service orders
• Assists the Director of Service as necessary
Additional Duties And Responsibilities
• Performs such additional duties and responsibilities as may be assigned by management
Job Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma or general education degree (GED)
• Two years related experience and/or training; or equivalent combination of education and experience.
• Mathematical skills – General
• Reasoning Ability – Moderate
• Typing skills required. Basic computer knowledge, Microsoft Word and Excel a plus
Physical Demands
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
• While performing the duties of this job, the employee is regularly required to talk or hear, and use hands and fingers to handle or feel. The employee frequently is required to stand, walk, and sit.
• The employee is occasionally required to reach with hands and arms
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Work Environment
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• The noise level in the work environment is usually quiet.