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Express Employment International · 1 month ago

Customer Service Technician

Lebanon, TN

Full-time

Onsite

Entry, Mid Level

$60K/yr - $80K/yr

Express Employment Professionals is looking for a Customer Service Technician responsible for ensuring customer satisfaction with machines, parts, and supplies. The role involves troubleshooting, training customers, and providing on-site support to enhance machine performance and operations.

Staffing & Recruiting

Responsibilities

Achieve a level of expertise with machines and products that allows the technician to speak to all aspects of machine operations

Participate in all training needed to independently fulfill the role of which may include accompanying other technicians and/or training at the SBT home office in Austria (Note: international travel ability required.)

Receive inbound calls from customers to assess the level of machine operation problem

Work independently to triage all customer issues in real time providing guidance to the customer on how to resolve problem

Utilize machine manuals/schematics to show customers how they can understand machines better and, when appropriate, troubleshoot their machine problem

When appropriate, use knowledge about the machines and manual to train other individuals within the company or other customers

Process quotes and orders related to customer needs up to and including pulling, packing and shipping the parts or items needed

Follow all company policies and procedures related to customer service including but not limited to

Recording appropriate documentation in all company customer systems

Being aware of patterns of issues a customer may be having with a machine or that multiple customers may be having issues with the same machines

Provide ongoing information about customer issues and needs

Reliability with scheduled start / stop times, travel itineraries, company credit card and expenses

Missions to customer sites are a critical part of our customer service offering. The Customer Service Technician will participate in multiple missions throughout the year

Depending on the need, the mission can extend for more than 4 weeks but all efforts are made to allow the Customer Service Technician to be home on weekends and to not be away for more than 2 weeks at a time

This can result in as much as 25-50% travel throughout the year

Some travel is planned and scheduled

Some travel is unplanned such as when a customer is having difficulty, they cannot solve with call center triage and instructions

When on-site for missions, the Customer Service Technician is the sole representative for our company and conducts themselves as such

Missions exist to install new machines, assist with installs and / or assist customers in the operation of their machinery

There are additional expectations and requirements for missions that include but are not limited to:

Proactive planning of mission needs, costs and measures of success Appropriate professional behavior when on-site with the customer and also while representing the company after-hours

Adaptability to the needs of the individual customer based on the individual mission within the scope of services

Assessing when the mission will exceed the scope of services and proactively alerting management and, when appropriate, the customer

Suggesting any additional changes that need to be made to processes or machinery that may have been unforeseen when the mission was quoted

Reporting the outcomes of missions to other team members and senior leadership

Provide support as needed for customers who have specific questions about the operation of machines or parts that need to be replaced

Train and support customer service parts technicians when the customer issue is outside of the normal scope of their expertise

Flexibility when other needs arise within the company to assist in other areas of the company which may or may not align with the current job description

Participate in various trainings as deemed appropriate by the Customer Service Manager or, with the CSM’s approval, trainings required by other divisions of the Company

Participating in company sponsored events, trade shows, etc

Qualification

Machine troubleshootingCustomer supportParts identificationTechnical trainingAdaptabilityReliabilityCommunication skills

Required

Ability to achieve a level of expertise with machines and products that allows the technician to speak to all aspects of machine operations

Participation in all training needed to independently fulfill the role, which may include accompanying other technicians and/or training at the SBT home office in Austria (Note: international travel ability required)

Ability to receive inbound calls from customers to assess the level of machine operation problem

Ability to work independently to triage all customer issues in real time providing guidance to the customer on how to resolve problem

Utilization of machine manuals/schematics to show customers how they can understand machines better and, when appropriate, troubleshoot their machine problem

Ability to train other individuals within the company or other customers when appropriate

Processing quotes and orders related to customer needs up to and including pulling, packing and shipping the parts or items needed

Following all company policies and procedures related to customer service including but not limited to recording appropriate documentation in all company customer systems

Being aware of patterns of issues a customer may be having with a machine or that multiple customers may be having issues with the same machines

Providing ongoing information about customer issues and needs

Reliability with scheduled start / stop times, travel itineraries, company credit card and expenses

Participation in multiple missions throughout the year, which can extend for more than 4 weeks but all efforts are made to allow the Customer Service Technician to be home on weekends and to not be away for more than 2 weeks at a time

Proactive planning of mission needs, costs and measures of success

Appropriate professional behavior when on-site with the customer and also while representing the company after-hours

Adaptability to the needs of the individual customer based on the individual mission within the scope of services

Assessing when the mission will exceed the scope of services and proactively alerting management and, when appropriate, the customer

Suggesting any additional changes that need to be made to processes or machinery that may have been unforeseen when the mission was quoted

Reporting the outcomes of missions to other team members and senior leadership

Providing support as needed for customers who have specific questions about the operation of machines or parts that need to be replaced

Training and supporting customer service parts technicians when the customer issue is outside of the normal scope of their expertise

Flexibility when other needs arise within the company to assist in other areas of the company which may or may not align with the current job description

Participation in various trainings as deemed appropriate by the Customer Service Manager or, with the CSM's approval, trainings required by other divisions of the Company

Participation in company sponsored events, trade shows, etc

Benefits

Dental insurance

Health insurance

Vision insurance

Company

Express Employment International

Glassdoor3.8

Founded in 1983 and corporately headquartered in Oklahoma City, Express Employment International supports the Express Employment Professionals franchise and related brands.

Founded in 1983