About the Role: 

The Customer Service Rep will be responsible for responding accurately, promptly and effectively to technicians and customers via phone, email, and video conference/Facetime (if applicable) regarding the organization's equipment for troubleshooting and repair issues as well as scheduling repair calls, etc. and providing technical information support for sales, marketing and product management. 

Primary responsibilities include: 

• Become well versed in company platforms and processes to identify potential improvements in Customer Care/ Service management and process flows working with Director, Technical Services and Director, Parts & Engineering

• Increase customer retention rates and reduce customer "churn" caused by mis-execution or non-execution of customer service

• When required, act as a "key'' point for facilitating escalation as required on service-related issues, managing customer expectations throughout lifecycle

• Monitor service calls per factory per product to identify potential issues below list and inform management accordingly: 
  • Manufacturing design o Manufacturing defect o Part(s) defect and/or failure
  • Variation on maintenance requirements from specs once deployed (e.g. frequency of cleaning coil, surge protector needed, special cleaning instructions for burners, etc.)
  • Other items as they arise but not included on the above list.

• 5+ years' experience in Customer Care/ Service, Sales, Professional Services, or similar with a manufacturing background

• People-person with proven ability to execute within a world-class Customer Care/ Service organization

• Ability to manage influence through persuasion, negotiation, and consensus-building with team mates and customers

• Computer literate -- MS Office -- Outlook, Word, Excel exp. a must

• Excellent telephone and computer skills