Everidge · 2 weeks ago
Service and Warranty Support Representative
Andover, KS
Full-time
Onsite
Entry, Mid Level
2+ years expEveridge is seeking a Service and Warranty Support Representative who will serve as the primary point of contact for customers regarding service-related inquiries and repair needs. The role involves effective communication with customers and technicians, diagnosing issues, and ensuring customer satisfaction throughout the repair process.
ElectronicsManufacturingSales
Hiring Manager
Raina Morton
Responsibilities
Take time with customers to understand their concerns, display empathy and understanding and always acts in a polite manner as their primary point of contact for service-related issues
Translate customer-reported problems to actionable work orders for technicians to complete
Diagnose issues based on customer description (clarifying any unclear descriptions of problem), utilizing technicians’ findings, and using industry best practices
Use knowledge of our products and services to provide in-depth information about available parts and service options to customers
Handle minor technical questions from customers or service technicians and apply best practices in resolving problems
Work with the Technical Support Team to handle difficult technical questions and escalate to engineering when necessary
Order necessary parts from suppliers or warehouse and verify that they are delivered to technicians in a timely manner
Ensure that service work provided to customers meets company quality standards and maintain customer rapport by explaining estimates and expected work completion
Review technicians’ notes verifying the 3 C's (Concern, Cause, Correction) have been addressed
Verify warranty and service contract coverage by examining records and internal documents; explain any provisions and exclusions to customer satisfaction
Advise customers on warranty protections and other potential cost-saving service options as well as handle and manage customer complaints regarding their service
Maintain proper documentation of all service requests using company supplied software to ensure proper tracking of warranty claims and service repairs
Obtain customer's approval of estimates and work with accounting department to ensure timely payment processing
Ensure all warranty related parts are returned from the field in a timely manner and track warranty costs for every reported incident requiring labor and materials to correct
Update job knowledge by proactively participating in educational opportunities and reading manufacturers' publications
Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork, exemplary customer service
Other duties may be assigned as needed
Qualification
Required
High School Graduate, GED, Technical School Graduate, or equivalent work experience
Ability to be self-directed and an independent problem solver
Strong Customer Service background with strong interpersonal written and verbal communication skills
Proficient in troubleshooting refrigeration systems, installation errors, wiring and control circuits
Ability to work in high-pressure situations and deal with conflict, ambiguity, and shifting priorities in a composed and competent manner
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and/or information exists
Ability to write routine reports and compose correspondence directed at internal and exterior customers
Ability to read and interpret documents such as wiring diagrams, service manuals, maintenance instructions, construction blueprints and procedure manuals
Proficiency with Microsoft products (Office, MS Teams, etc) and other online based software
Ability to sit behind a desk for 8 hours
Ability to work on a PC as required
Be on the phone for extended amounts of time
Employee may occasionally lift and/or move items up to 20 pounds
Preferred
2-3 years technical field experience, with strong technical skills in refrigeration preferred
Company
Everidge
Everidge is an innovator of commercial cold storage solutions, walk-in coolers, and freezers.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Stephen Kahler
Chief Strategy Officer (CSO)
Company data provided by crunchbase