What are the responsibilities and job description for the Tool Services Inbound position at Hilti North America?
Where precision processes meet exceptional customer service.
The Tool Services Inbound position executes operational processes required to deliver the After Market Services (AMS) service offering to Hilti’s customers. This is completed by supporting internal team members via phone and electronic communication, managing all aspects of tool repair and on-demand service that support Hilti industry leading services.
What You'll Do
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
Why Hilti
Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.
Commitment to Inclusion
At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.
Legal Notice
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
The Tool Services Inbound position executes operational processes required to deliver the After Market Services (AMS) service offering to Hilti’s customers. This is completed by supporting internal team members via phone and electronic communication, managing all aspects of tool repair and on-demand service that support Hilti industry leading services.
What You'll Do
- Develop and maintain an understanding of the After Market Services value proposition and offerings; coach team members to reach comprehension.
- Based on direct email and phone requests from Hilti team members, they handle the research, processing, and follow-up of activities related to After Market Services support.
- Tool repair order entry.
- Tool service consultation.
- On demand order entry.
- On demand return process.
- Tool warranty exchange.
- Serial number updates and changes.
- Quote clarification.
- E-commerce support.
- Competitor tool trade in.
- Direct customer contact tool repair and on demand services to promote After Market Services to our customers and enhance customer experience.
- Support team members in AMS processes and execution.
- Provide solutions for improving and/or streamlining AMS execution.
- Other duties as needed or assigned.
- High School/GED required; bachelor’s degree, preferred.
- Minimum one (1) year of experience in a sales or customer service role.
- Proficiency in MS Office including PowerPoint, Excel, and Word.
- Proficiency in SAP preferred.
- Excellent organizational skills.
- Strong verbal/written communication skills.
- Demonstrated high level of attention to detail.
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
Why Hilti
Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.
Commitment to Inclusion
At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.
Legal Notice
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.