Technical Service Advisor

Techtronic Industries North America, Inc.

Brookfield, WI

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JOB DETAILS

SKILLS

Analysis Skills, Communication Skills, Cross-Functional, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Engineering Software, English Language, Help Desk, High School Diploma, Identify Issues, Knowledge Base, Manufacturing/Industrial Processes, Marketing, Mobile Technology, Organizational Skills, Process Improvement, Product Support, Product/Service Launch, Quality Engineering, Resolve Customer Issues, Sales, Software Administration, Spanish Language, Technical Delivery, Technical Support, Time Management, User Interface/Experience (UI/UX), Willing to Travel

LOCATION

Brookfield, WI

POSTED

1 day ago

CX Agent I

Job Description:

_Come be_ _DISRUPTIVE_ _with us! At Milwaukee Tool, our most valued resource is our dedicated team_ _of employees -_ _employees who work with a passion to be the best and_ _an unparalleled_ _pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the_ _organization_ _that's_ _why we invest in an individual's growth and development from day one._

_All our teams touch every step of the process, which is why our engineering teams are some of the key contributors to our continuous innovations. The fast-paced, agile environment continuously delivers disruptive technologies by providing every team with the resources needed to excel and working directly with end users to understand how to deliver heavy-duty products with high performance. We create best-in-class products by_ _leveraging_ _advanced analysis tools, extensive testing regimes,_ _state-of-the-art_ _manufacturing processes, and cross-functional agility._

_As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services._

As a Milwaukee Technical Service Advisor, you will:

+ Join a team of associates motivated to deliver positive end user support experiences

+ Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates

+ Identifyand implement tools & processes to drive support improvements

Duties and Responsibilities:

+ Providing phone, email and written support for Milwaukee products and services.

+ Developing reference tools and training in support of new product launches

+ Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools

+ Developing &maintainingproduct,serviceand procedural reference files in a shared, digital library

+ Supporting inquiriesrelativeto product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.

+ Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention

+ Engagingappropriate personnelto address engineering application requirements and liability concerns

+ Communicating concerns on defective parts, workmanship or design discrepancies to theappropriate ProductTeams and/or Quality Engineering staff

+ Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects

+ Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams asrequiredto resolve customer inquiries and drive improvements

Education and Experience Requirements

+ A great communicator that is focused on delivering a world-class customer care experience

+ Excellentproblem-solvingskills with strong technical and mechanical aptitude

+ Experience in providing mobile and software technical support and troubleshooting

+ Knowledge of power tools, how they work, whatthey'reused for and how to troubleshoot & service

+ Capability toutilizeCAD drawings and Service Price Lists to resolve customer inquiries

+ An ability to listen to customers, interpret their needs, and provide required support

+ Excellent time management, multi-taskingand organizational skills

+ Exceptional service & support quality in a fast-paced environment

+ Ability to use a variety of software tools to research, reference and resolve inquiries

+ 3+ years of experience in Customer Service, TechnicalSupportor related field

+ High school diploma or equivalent education

+ Fluent in English (proficiencyin Spanish desired)

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

_Milwaukee Tool is an equal opportunity employer._
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

We endeavor to make this site accessible to any and all users. If you need to contact us regarding technical accessibility of our website call 443-391-1542. This number is only for technical accessibility issues, not general employment or job posting inquiries.

About the Company

Techtronic Industries North America, Inc.

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