Job Description

Job Title: Customer Service Technician I

Department: MC/SMT Service

Reports To: MC/SMT Service Manager

FLSA Status: Non-Exempt

Date: 10/24/23

• Communication Skills (Verbal and Written)
• Customer Focus
• Detailed Oriented
• Analytical Thinking
• Collaboration
• Multi-tasking
• Problem Solving

Summary/Objective

The Customer Service Technician I is responsible for ensuring the care of customers and service companies by providing the services necessary to ensure accurate and timely repair of our products through technical analysis and parts orders.

Essential Functions

• Provide excellent customer service to both internal and external customers while maintaining a high level of professionalism.
• Communicate with end-user customers, technicians, and service companies to troubleshoot and resolve technical issues satisfactorily.
• De-escalate situations involving dissatisfied customers, offering to serve as primary contact until a resolution is achieved.
• Demonstrates a technical understanding of all Mart Cart and/or SMT products, including but not limited to Mart Cart branded units (all models), Care Chairs, Shoppers Aids, and SMT system components.
• Process e-mails and phone correspondence from service companies or customers.
• Generate accurate parts orders when received from customers via email, phone, etc.
• Authorizes warranty work.
• Provide follow-up with customers and/or internal departments to ensure fulfillment of orders and satisfactory resolution of all issues, as appropriate.
• Files Service Department records daily.

Competencies

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Preferred Education and Experience

• High School Diploma or equivalent.
• One year of related experience preferred.

Work Environment

The majority of time spent will be in an office environment. Long periods of sitting are required. Time will be required in the warehouse and production facilities, which may include machinery, high heat levels during summer months, and noise from tools. While performing some of the duties of this job, the employee may be exposed to noise and vibration from the tools. Personal Protective Equipment may be required in some instances such as safety glasses and/or gloves. Hearing protection is provided and required if noise is excessive.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to sit and stand for long periods. The employee must frequently use hands and fingers to handle or feel objects, tools, or controls and climb or balance. The employee must walk, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.

The employee must regularly lift, push, pull, and grip. Must be able to lift and walk with up to 40-pound objects. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.

AAP/EEO Statement: APC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

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