Technical Service Advisor

CX Agent I

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
• Identify and 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 & maintaining product, service and procedural reference files in a shared, digital library
• Supporting inquiries relative to 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
• Engaging appropriate personnel to address engineering application requirements and liability concerns
• Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams 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 as required to resolve customer inquiries and drive improvements

Education and Experience Requirements:

• A great communicator that is focused on delivering a world-class customer care experience
• Excellent problem-solving skills with strong technical and mechanical aptitude
• Experience in providing mobile and software technical support and troubleshooting
• Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service
• Capability to utilize CAD 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-tasking and 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, Technical Support or related field
• High school diploma or equivalent education
• Fluent in English (proficiency in 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.