Customer Service Rep

Job Title Customer Service Support ServiceMax

Hybrid role - 3 days onsite (Tues, Wed and Thurs) and two remote.

Job Description In this role, you have the opportunity to: The Reactive Resource Planner 2 position is responsible for scheduling service for our customers through the coordination of the field service engineers’ schedule, parts delivery and equipment availability in the North America Market, Service and Solutions Delivery (S&SD) organization. This role will help to build a world-class planning organization, dedicated to providing an exceptional customer service experience. The ideal candidate possesses the ability to learn new processes quickly, prioritize activities, and work efficiently under pressure. The majority of time in this role will be spent planning work orders and interacting with our external customers via phone and email. Company relocation benefits will not be provided for this position. You are responsible for (but not limited to) • Responsible for creating medium to long term planning for all service operations resources related to the workload of order realization & services delivery and responsible to deliver an effective and efficient planning in line with business objectives and obligations. • Act as the single person of contact for exception and escalation of service orders for customers, consumers and service engineers (internal / external) in a professional matter (analysis, registration, communication and timely escalation) • Identifying planning issues, apply effective solutions and determine follow up actions with minimum direction • Identify patterns in issues/inquiries and promote improved customer service through regular updates to knowledge management content You are part of The team works with Service, Sales, and Production leadership to remove barriers and facilitate timely solutions for customer issues.

To succeed in this role, you should have the following skills and experience • Bachelor’s degree preferred or equivalent in work experience. • 3 years customer service or planning experience preferred • Experience with ServiceMax, SalesForce, SAP or other ERP/planning tool preferred. • Attention to detail and ability to perform with a high degree of accuracy. • Proficient in MS Office programs - Word, Excel, and Outlook • Excellent written and verbal communication skills • Strong customer service phone skills • Ability to work in a fast-paced environment and respond quickly to changes in job priorities • Strong organizational skills • Interpersonal skills required in interactions with internal and external customers • Ability to work independently to meet objectives and work through issues to resolution in a timely manner • Problem solving mindset with ability to identify improvement opportunities • Ability to work all shift times, as needed