Field Service Assistant II

KEY RESPONSIBILITIES:

• Answers a high volume of customer calls and website submittals promptly, accurately and professionally, and is skilled in dealing with difficult and complex customer situations.
• Assist with sales and customers directly to facilitate warranty parts replacements for all plants.
• Reopens closed shop orders for addition of warranty rows, service parts needs or adds rows for service released parts for all plants.
• Initiate Return Goods Authorization (RGA) for all Field Service issues and tracks returned products through the evaluation process, updates customers and initiates credit memos when required.
• Provide resolution of (mid-level) customer warranty and field service issues:
• Obtain input from other department where appropriate for determination
• Informs management of significant issues involving customers and reps.
• Serve as a point of escalation for high level customer warranty and field service issues.
• Effectively manages and prioritizes department tasks in order to maintain a consistently high level of productivity and maintain established weekly schedule for open issue and follow up.
• Documents customer's requests for information and warranty issues, forwards relevant information to department management, enters detail into Epicor Case for root cause investigation.
• Gathers information regarding warranty claim then initiates proper procedures:
  
  
  
  • Determine root cause for basic failures types
  • Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience
  
  
  
  
• Schedules field service work with customer sites and then initiates travel arrangements for service technician to perform work as defined.
• Processes and insures accuracy of all field technician's weekly expense reimbursements.
• Collect all expenses and labor time performed on jobs from technician reports for invoicing.
• Initiates customer invoicing by creating new shop orders for billable field service work or reopens existing shop orders to enter warranty charges back to manufacturing plants.
• Follow up on unpaid invoices with customer.
• Be the main point of contact for Accounting Department to assistant and research invoice issues.
• Compiles and generates regularly scheduled and ad hoc Field Service reports, with a strong detail orientation to help track department metrics.
• Act, live, and behave by TCF Core Values
• Other duties as assigned.

QUALIFICATIONS:

• Associates Degree in business or 2 year technical degree preferred or equivalent experience
• 3 + years' experience in customer service administration in technical industry or equivalent.
• Willingness and ability to communicate effectively with external and internal customers at all levels in the organization.
• Ability to read blue prints
• Proficient computer skills, especially Microsoft Office applications
• Ability to learn software systems, warranty review processes and basic understanding of product lines
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Proven customer service/relations skills
• Excellent interpersonal, verbal and written communication skills

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Standard office environment
• Ability to occasionally lift up to 20 pounds
• Ability to occasionally climb, balance, stoop, kneel, reach
• Ability to work extended hours sitting at a computer

This job description does not constitute a written or implied contract of employment, nor is it an all-inclusive list of responsibilities. Twin City Fan Companies, Ltd. reserves the right to revise or change job duties and responsibilities as business needs arise. Qualifications are representative of minimum levels of knowledge, skills, and experience required.