Customer Service Representative Supervis

 Key Activities/Responsibilities

•  Manager after sales relationship with customer, with prompt problem resolution and positive interaction with customer for a perceived value-added interaction.
• Manage warranty expense through defined warranty policies, a well-developed warranty budget and identification of issues that may be a warranty risk.
• Manage RMA process through thorough documentation and training on the process, monitor returns and the use of status codes and proper disposition of scrap and credits.
• Manage Rebuilt Tool, Assembly and Unit Process by monitoring compliance to process and through continual improvement of process to improve lead time and reduce our overall cost of repair.
• Manage Jetstream training offering by becoming proficient in a majority of Jetstream programs, providing WJTA training and monitoring effectiveness of Right Start Training.
• Provide Rental Center support with period updates relevant to rental centers, participating in update meetings and new product training and information as it is applicable.
• Provide communication and support to sales and rental centers as needed, develop effective means of communication with sales, engineering and various elements of operations and update sales on trends, new processes and field issues when applicable.
• Must be willing and able to travel up to 20%

Requirements

• Bachelors degree preferred or equivalent related experience. Prefer technical degree with good analytical training.
• 5 or more years of technical experience in triplex pumps and industrial cleaning tools/accessories
• 3 or more years effectively dealing with customers and resolving issues in a positive manner.
• Proficient in Office Software and analyzing data
• Effective at managing and analyzing data from ERP system to provide support for business decisions and trends
• Effective skills in dealing with customer issues in prompt, positive and professional manner
• Ability to manage multiple tasks, people and areas with current or developed tools
•  Ability to implement change and a champion of continuous improvement