Senior Coordinator, Technical Customer Service, BMS

The Senior Coordinator, Technical Customer Service, BMS assists customers by answering questions related to the repair of their BMS (Brother Mobile Solutions) products and maintains the database regarding the status of the repairs. This role also reports statistics regarding repair status. This position manages the workflow of BMS refurbishment technicians by assigning them product repairs as requested by the customer and when they arrive at the facility. This role also helps team train members and assists in repairs as needed.

Customer Service

• • Answer technical and procedural questions for others
  • Research and respond to customer issues in a timely manner and ensure follow through on all customer issues
  • Create and manage daily program results and statistics and alert management of potential issues
  • Manage and assign inbound customer orders to technicians while ensuring repair turnaround times are met and providing necessary responses to customer requests
  • Manage customer call backs, communications, and requests for assistance
  • Assist technicians by providing answers and recommending solutions

Quality Standards

• • Maintain and improve the customer repair quality results by adhering to provided procedures and guidelines
  • Ensure that quality workmanship is used in the repair of the Brother products
  • Train new BMS Technician to the quality repair standards and certify them to complete repairs on the products

Workflow Management

• • Oversee technicians to ensure each has a balanced workload throughout workday
  • Work with the manager to assign technicians to work in other areas in Technical Service refurbishing and returns operations when workload is light

Education

• • High School Diploma (or G.E.D.)
  • Associate's Degree (or equivalent experience)- Preferred

Experience

• • Minimum 2 years
    • Working in a customer service support environment with a strong understanding of technical support for mobile solutions products
    • Administrative experience creating and disseminating reports

• • Minimum 3 years
    • Repairing and refurbishing commercial or business to business products

Software/Technical Skills

• • Technical knowledge of repair process of mobile solution devices

Other Skills/Knowledge/Abilities

• • Ability to work in a fast-paced environment and meet deadlines
  • Good communication skills, both verbal and written
  • Excellent customer service skills
  • Knowledge of BMS repair process and procedures

This role will be an onsite role. You are expected to work from the stated job location 5 days a week. #LI-Onsite

Base Salary

• • The targeted base salary range for this position is $ 24.00- $ 21.00  per hour.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. 
  • The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.