Service Representative

Job Description:


_We are_ _seeking_ _highly motivated and experienced_ _service representatives_ _at our_ _Factory Service Center_ _s_ _to join our dynamic team_ _!_ _Under the direction of the_ _Factory Service Center Branch_ _Manager_ _, the_ _Service_ _Representative_ _will_ _be responsible for_ _deliver_ _ing_ _a high level of customer support and satisfaction_ _and_ _driv_ _ing_ _operational efficiency_ _and quality in a safe work environment_ _in accordance with prescribed procedures to ensure proper functioning, safety and reliability_ _in support_ _of_ _the_ _Milwaukee Tool product line_ _in the Factory Service Center_ _._ _The ideal candidate will_ _seek_ _to gain_ _technical_ _expertise_ _and_ _possess_ _a customer-centric approach_ _as par_ _t_ _of a_ _high_ _performing_ _team_ _._


 


Duties and Responsibilities


Culture Alignment:


+ ExemplifyMilwaukee Culture expectationstomaximizeorganizational capacityandcontribute toa collaborative, high-performingteam.


+ Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.


+ Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.


Operational Excellence:


+ Apply problem-solving skills to address issues and providetimelysolutions.


+ Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.


+ Assistin answering alarm callsindicatingservice center security breaches and take necessary action to secure company property and goods.


Customer Service Excellence:


+ Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.


+ Maintainknowledge and understanding of thecurrentproduct lineto drive productivity and quality of repair while engaging intraining onnew products to expand capabilities and enhance technical skills.


+ Fill and pack orders and repairs for shipment to customers; prepare shipping documents anddetermineshipping chargesby prescribed procedures.


+ Position selfasan expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementingnew product developmentprocesses, programs, and operations.


+ Drive resolutionfor escalated repairrequests,warranty guidelines, and program supportfromusersandtheMilwaukeeFieldSalesteam.


+ Act as a liaison between Servicebranchesand our end users.


+ Respond touserinquiriesand requestswhileassistingwithperforming counter proceduresina timelyand professional manner via phone, email, chat, or in-person interactions.


+ Engage withend usersto understand product service needs, provide updates on repair progress, answer questions, and address concerns.


+ Ensureaccurateandtimelyorderfulfillment andmaintainend user records and databases,including notes for future reference and analysis.


Quality, Safety & Continuous Improvement


+ Report operational irregularities and defective materials for quality control.


+ Recommend areas for improvement andassistin process enhancements.


+ Help implementation and practice and execute 6S


+ Maintain and update requiredresources,fixtures, and equipment within thebranchto ensure locations follow Milwaukee Servicequality and standards.


Education and Experience Requirements


+ Requires an education equivalent toahigh school diploma orGED.


+ 1-3years of experience in a customer service position is preferred.


+ Preferredproficiencyin using various hand and power tools, diagnostic equipment, and software.


+ Ability toliftupto 50 lbs.


+ Ability to maneuver heavy material weighing up to 300 lbs.


+ Mustpossesspracticalbusiness communication skills andtheability to understandthelocal branch market.


+ Strong analytical andproblem-solvingabilities are crucial for diagnosing and repairing equipment issues.


+ Excellent interpersonal, communication,and customer service skills for dealing with end users and customers.


+ Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.


+ Acquireandmaintainindustry orproduct-specificcertifications or licenses that may berequired.


+ ProficiencyinEnglish, written and verbal.


+ Bilingual (English/Spanish) a plus.


+ Must be proficient in computer skills and Microsoft Office applications.


+ Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus,Train, &etc.)


This position offers an hourly pay range of $27 - $30 in addition to comprehensive benefits including health insurance, paid time off, and retirement options.


_Milwaukee Tool is an equal opportunity employer._