Service Support Representative

Responsibilities

Job Description

PURPOSE OF POSITION:

• Responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.
  
  

Major Responsibilities

Administrative Service Support

• Creates accurate and timely repair orders.
• Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
• Performs specific customer requirements for the opening and closing of Service Requests.
• Resolves problems with strong analytical and administrative abilities.
• Resolves Level 1 and 2 Installed Base updates.
• Effectively represents Team Altec; Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.
  
  

Inventory Service Support

• Assists Supervisors and Technicians with the scheduling of required inventory actions.
• Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
• Conducts Freight debrief per established standards.
• Creates shipping labels as required for Mobile Service and Centralized shops as directed/required
• Attends peer to peer training as required to develop and maintain all required skills.
  
  

Parts Service Support

• Conducts Stock parts order entry, form entry as directed per established standards.
• Researches parts with assistance/oversight of applicably trained peers and/or supervision.
• Reconciles requests for parts order follow up and escalate as required.
• Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Conducts the P.O. process within established Altec standards and provide accountability as required.
  
  

APD Service Support

♦ Conducts parts order entry & form entry per established standards.

♦ Researches parts with assistance/oversight of applicably trained peers and/or supervision.

♦ Determines correct billing requirements required to fulfill requests accurately and timely

♦ Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.

♦ Reconciles requests for parts order follow up and escalate as required.

♦ Builds relationship with customers based on respect and service with professionalism and proper etiquette.

Estimating Service Support

• Reviews requests for estimates and assigns tasks to appropriate team member.
• Develops accurate Service Estimates using established processes.
• Monitors and maintains the Service Estimating inbox in order to identify and escalate requests for information and to assist with assignment of required tasks.
• Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Processes Service Request in typical programs such as Oracle and Service Studio.
• All other duties as assigned
  
  

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• High School Diploma or GED required and
• Two years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership or in a similar job function
  
  

Or

• Bachelor’s Degree and
• One years’ experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function
• Hydraulic or mechanical background preferred
• Must have demonstrated experience of providing high levels of customer support
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment
• Excellent written and verbal communication
  
  

FINANCIAL BUDGETING, CAPITAL, AND/OR MANPOWER RESPONSIBILITIES:

• None
  
  

OTHER POSITION SPECIFICATIONS:

• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives
• Travel 0-25%
  
  

Responsibility for Safety:

• Safety In everything we do
  
  

Responsibility to Prevent Errors:

• Ensures appropriate reviews have been performed as needed for high quality
  
  

Mental Alertness:

• Continuous attention to all job functions ensuring quality products
  
  

Communication with Others:

• Requires outside and inside contacts to carry out company policy and programs; Improper handling will have considerable effect on operational results; Must often deal with matters requiring explanation, persuasion and obtaining of approvals
  
  

Experience Level Adjustmnt

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

Why Join Altec?

If you're considering a career with Altec, there's never been a better time to join us! Our company was founded on values that place the customer first and prioritize our people as our greatest strength. Over the years, those values and our talented associates have helped us to earn the trust and confidence of customers worldwide. Today, Altec is an innovative, financially sound company that sets the standard of excellence in design, manufacturing and service — and that's why we're the ideal place for you to grow your career.

Founded in 1929, Altec is a privately held company headquartered in Birmingham, Alabama. Altec specializes in the manufacture, sale and service of aerial devices, digger derricks, cranes and specialty equipment for the electric utility, telecommunications, tree care, construction, and light and signs markets. We help our customers dig deeper and reach higher in more than 100 countries around the world.