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SalaryJOB SUMMARY: The Service Support Representative is responsible for handling phone calls or emails, supporting the other Service Support and sales staff with technical questions, entering parts order received during calls, creating returned material authorizations, and other duties as assigned.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES: Carries out responsibilities in accordance with the organizational policies and procedures. Essential duties and responsibilities include, but are not limited to, the following. Other duties may be assigned as needed.
- Answer incoming phone calls regarding issues on Merits products and parts.
- Provide immediate support to dealer’s technicians in the field.
- Provide technical expertise and exceptional customer service to resolve customer issues regarding concerns.
- Enter parts orders received during the handling of technical calls.
- Utilize software to enter calls, return authorizations and/or sales orders.
- Review and observe trends for proper and timely reporting of quality issues.
- Attend training provided by Merits.
- Assist team members with questions regarding customer issues.
- Contact customers regarding the condition of returned items or updated orders.
- Maintain cleanliness of the technical support work area.
- Follow company safety policies and participate in Safety Training as required.
- Escalate serious customer issues to the supervisor.
- Performs other related duties as assigned.
COMPETENCIES & QUALIFICATIONS: 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, skill, and/or ability required.
- Must abide by Company safety policies and participate in Safety Training as required.
- Understanding of basic tools and their usage, i.e. screwdriver, wrench, pliers.
- Excellent oral and written communication skills.
- Strong customer service skills.
- Excellent organizational skills.
- Proficient with Microsoft Office applications; Word, Excel, PowerPoint.
- The ability to multi-task in a fast-paced environment.
- Manual dexterity, good physical condition and strength, and good balance is needed for safety.
- Problem-solving skills are needed.
- A willingness to work overtime, arrive early, and/or stay late according to business / project needs.
- Must be dependable with an excellent attendance record.
- Must have an employment record free and clear of any serious infarctions including, but not limited to, a history free and clear of limitations which may cause/may have caused safety concerns, issues, incidents and/or accidents.
- Must speak, read, and write English.
- Must be legally authorized to work in the United States.
Educational Requirements: A high school diploma with at least two (2) years of relevant experience; or an equivalent combination of closely related experience, education, and/or training. Building maintenance technology (or other relevant scope) certification or degree is preferred, but not required.
Physical Demands: While performing the duties of this job, the employee is required to stand, walk, stoop, kneel, crouch, or balance; use of hands to handle or feel objects, tools, or controls; reach with hands and arms; frequently required to talk or hear. The employee is required to safely lift or move up to forty (40) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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 the essential functions.
Work Environment: While performing the duties of this job the business office atmosphere, the noise level in the work environment is usually quiet to moderate, cool to ambient climate temperatures and moderately clean.
While performing the duties of this job in a warehouse and/or manufacturing operations atmosphere, the employee will need to work near moving mechanical parts. The noise levels in these work environments can be moderate to loud; ambient climate temperatures to occasional humid and hot (depending on season), dry, dusty to moderately clean. Employees may need to don safety equipment / PPE which will be provided by the company.
