L903
Located in Grants Pass, OR
Pay: $18.00
Job Full Description
Position Summary
These employees are the first point of contact with customers calling in or emailing technical questions or problems. Maintains a strong knowledge of all industry standards and practices as well as our company's products and services. They have direct access to employees throughout our company to assist with identifying and resolving problems. They are integral to our service team and provide the highest level of customer service and satisfaction. Advancement to more senior role is earned based on knowledge, experience, performance, leadership and ability to take on more responsibility.
Essential Duties & Responsibilities
Ø Offers courteous direct help to customers by identifying root causes and solving product problems. Identifies parts needed for repairs, and provides Quotes for Service Department sales orders for spares, consumables, repairs and calibrations
Ø Maintains and updates the Problems & Solutions log
Ø Forwards Quotes and Customer POs to the Sales Order entry personnel and assists with following up on missing information necessary to fulfill the order
Ø Sets up Return Authorizations (RA) for customers sending back products. Provides customers with necessary paperwork needed for the RA, with particular emphasis on international shipments being returned, and the related complex paperwork from numerous countries.
Ø Provides support for warranty claims
Ø Maintains deep product knowledge of legacy and current products. Assists customers who need to migrate from obsolete products to a suitable Met One current product offering
Ø Updates service documents and assists Engineering with product manual updates
Education, Experience, Skills
Ø Minimum 5 years’ experience working in a direct, customer-facing role in a science-based industry.
Ø Excellent oral, written and interpersonal communication skills in English.
Ø Strong computer skills (MS Office) with proficiency in Google Suite (preferred), Salesforce and other proprietary software.
Ø Ability to demonstrate and discuss key benefits to customers in the customer’s workplace.
Other
Ø High School Diploma or equivalent (college education a plus)
Ø 5+ years’ experience in a progressively responsible similar position
Ø Physical Requirements – Job Level 1
Ø Job Description Common Requirements
#1951GP
Medford, OR
1951
3523 Arrowhead Drive
Suite 100
Medford, OR 97504
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