Technical Liasson

Function Parts and Technical Service Reports to Director of Service Supervises None Mission Provides support to customers, dealers, distributors and service providers for commercial products. Principle Activities Answers inquiries received from customers, distributors, service providers and dealers Enters information into SF for tracking and reporting purposes Follows cases to completion in a timely basis Acts independently to resolve customer issues/recognizes when appropriate to escalates Reports case status monthly Supports dispatch team Finds customers a service provider willing to work on their unit. Gathers the data to determine the best course of action such as unit replacement versus unit repair. Assisting in warranty claim review and warranty processing. Conducts customer follow-ups. Assisting tech support in providing information on nontechnical related calls. Assumes all other duties and tasks as required and assigned Financial/Risk Control Conduct yourself in accordance with the Company code of ethics policy at all times Qualifications Excellent customer service skills Great communicator in all forms (email and voice) Technically inclined with the good grasp on generic technical knowledge Excel skills would be a plus Familiar with Service Bench and Salesforce would be a plus Ability to work with a team in a productive and positive way Required Experience At least 5 years of customer service experience with 2 of those years handling escalations. Bachelors Degree in related field with 2 years of customer service experience with escalations. Physical Requirements: Ability to stand for prolonged periods and perform repetitive tasks. Must be able to lift at least 30 lbs and wear all required PPE. #J-18808-Ljbffr Scotsman Ice Systems