Customer Service Technician

Job Description

Job Description

Summary of the positionThis position will perform a wide range of customer service activities, with an emphasis on the more technical areas, in order to support Liberty Pumps customers or users. Such activities will include fielding and handling technical questions, preparing quotations, and trouble-shooting pump and pump accessories.Essential Responsibilities

• Become familiar with Liberty Pumps product line (pumps, controls, accessories) and provide technical support to Liberty Pumps customers and end-users.
• Receive and answer phone calls pertaining to technical questions on Liberty Pumps products.
• Receive and answer emails pertaining to technical questions on Liberty Pumps products.
• Research required information using available resources in order to deliver service and support to customers and end-users.
• Follow up with customers by email or phone when necessary.
• Become familiar with the Technical Customer Service Department processes for troubleshooting, preparation and distribution of quotations.
• Prepare and distribute quotations for standard product and custom products to Liberty Pumps customers.
• Become familiar with the Liberty Pumps Quality statement.
• Develop and maintain an open, professional working relationship with all internal Liberty Pumps departments and individuals.
• Work with a team of technicians to distribute and complete all customer requests and inquiries in a timely manner.
• Logging and keeping records of specified customer calls or complaints to assist Engineering/Quality Departments with product improvement.
• Develop and maintain an open, professional working relationship with necessary Liberty Pumps partners, vendors, and customers.
• You will be expected to operate according to ISO 9001 requirements.
• Held responsible and accountable to follow safety guidelines, maintain a clean and organized work area and use good safety judgement. Expected to report all unsafe activities and conditions to Supervisor and/or Safety & Occupational Health Specialist.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualification and Education Requirements Minimum of a two-year engineering degree in Electrical, Mechanical, or related area; or minimum two years of equivalent work experience. Computer literate in common word processing, spreadsheet, email and other Windows-based PC programs necessary to perform customer service tasks. Strong communication skills and ability to answer phone calls, read and write emails.Experience/skills/abilities

• Ability to trouble-shoot pumps and electrical control panels. Read and understand graphs and pump curves.
• Ability to interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, proportions, and trigonometry to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple projects simultaneously. Self-motivated, capable of taking direction as well as working with minimal supervision.

Physical requirements

• Moderate physical activity performing somewhat strenuous daily activities of a primarily production/technical nature. Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials. Close vision (clear vision at 20 inches or less). Color vision (ability to identify and distinguish colors).

Working Conditions

• Well-lighted, heated and/or air-conditioned indoor office/production setting with adequate ventilation. Moderate noise level.

Additional Notes

• Employment is contingent upon successful completion of a physical and drug test.

Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities