Service and Warranty Support Representative

The Service and Warranty Support Representative will act as the primary point of contact for customers for all service-related questions and repair needs, possessing excellent communication skills and a compassionate attitude.

Requirements

• Take time with customers to understand their concerns and display empathy
• Translate customer-reported problems to actionable work orders for technicians to complete
• Diagnose issues based on customer description and industry best practices
• Use knowledge of products and services to provide in-depth information to customers
• Handle minor technical questions and apply best practices in resolving problems
• Work with the Technical Support Team to handle difficult technical questions
• Order necessary parts from suppliers or warehouse and verify timely delivery
• Maintain proper documentation of all service requests using company software
• Obtain customer's approval of estimates and ensure timely payment processing
• Ensure all warranty related parts are returned from the field in a timely manner
• Update job knowledge by participating in educational opportunities and reading manufacturers' publications