Service Representative

We areseekinghighly motivated and experiencedservice representativesat ourFactory Service Centersto join our dynamic team!Under the direction of theFactory Service Center BranchManager, theService Representative willbe responsible fordeliveringa high level of customer support and satisfactionanddrivingoperational efficiencyand quality in a safe work environmentin accordance with prescribed procedures to ensure proper functioning, safety and reliabilityin supportoftheMilwaukee Tool product linein the Factory Service Center.The ideal candidate willseekto gaintechnicalexpertiseandpossessa customer-centric approachas partof ahighperformingteam.

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 be.

• 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 - $30in addition to comprehensive benefits including health insurance, paid time off, and retirement options.