1. Identification

Job title: Technical Service/Warranty

Department: Technical Service

Work Location: Savannah

Reports to: Technical Service Supervisor

2. Position summary

Under the Technical Services Supervisor, the Technical Service/Warranty Advisor works with customers, sales representatives, technicians, and other internal departments to address escalating after sales questions to delight customers within established corporate standards and policies.

3. Primary responsibilities

• Answering to customer service calls / Emails makes an analysis of the problems and finds solutions in the respect of the objectives of the service.
• Collects and prepares the necessary documentation for follow-ups on service calls. Enters the information into the system and ensures that a follow up is made according to the deadlines established to prevent job sites back charges. Advises the supervisor in the event of a problem.

3. Using the ERP systems, makes the data entry of all relative data to the service calls received by: (fax, email, telephone)

• Responds to requests of information concerning ABG products (installation, warranty, information on the various systems etc.
• Collaborates with the services of ABG in order to ensure the resolution of certain problems (quality, sales, shipping etc.)
• Sends documents required by the clients (Instruction manuals, warranty, technical
• drawings, certificate of conformity CSA/UR/uL etc.)
• Maintains the filing of documentation related to each service call.
• Other duties as assigned by supervisor.

4. Professional skills/Qualifications

1) Minimum level of education and/or specialization: High School/College/Pre-University degree

Ø High School diploma required

2) Minimum relevant experience required:

Ø 2 years experience in a relevant position

3) Specific skills (skills required to successfully fill the position)

Ø Autonomous and self starter

Ø Plumbing knowledge an asset

Ø Analytical

Ø Negotiation skills

Ø Meticulous and rigorous

Ø Punctual and flexible

Ø Computer skills

Ø Professional and mature

Ø Handy type of individual

Ø At ease with MS Office

Ø ERP experience (an asset)

4) Main interactions:

Ø Quality Department, Sales and Shipping

5. Impact on Business

Ø Important impact towards customer satisfaction and buying experience

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work Location: In person