Service Representative

We are seeking highly motivated and experienced service representatives at our Factory Service Center s to join our dynamic team ! Under the direction of the Factory Service Center Branch Manager , the Service Representative will be responsible for deliver ing a high level of customer support and satisfaction and driv ing operational efficiency and quality in a safe work environment in accordance with prescribed procedures to ensure proper functioning, safety and reliability in support of the Milwaukee Tool product line in the Factory Service Center . The ideal candidate will seek to gain technical expertise and possess a customer-centric approach as par t of a high performing team .

Duties and Responsibilities

Culture Alignment:

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative , high- performing team .

• Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.

• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.

Operational Excellence:

• Apply problem-solving skills to address issues and provide timely solutions.

• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs .

• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.

Customer Service Excellence:

• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.

• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills.

• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.

• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.

• Drive resolution for escalated repair requests , warranty guidelines, and program support from users and the Milwaukee F ield Sales team .

• Act as a liaison between Service branches and our end users.

• Respond to user inquiries and requests while assist ing with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions .

• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns .

• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.
  

Quality, Safety & Continuous Improvement

• Report operational irregularities and defective materials for quality control.

• Recommend areas for improvement and assist in process enhancements.

• Help implementation and practice and execute 6S

• Maintain and update required resources , fixtures , and equipment within the branch to ensure locations follow Milwaukee Service quality and s tandards.

Education and Experience Requirements

• Requires an education equivalent to a high school diploma or GED .

• 1-3 years of experience in a customer service position is preferred.

• Preferred p roficiency in using various hand and power tools, diagnostic equipment, and software.

• Ability to lift up to 50 lbs.

• Ability to maneuver heavy material weighing up to 300 lbs.

• Must possess practical business communication skills and the ability to understand the local branch market.

• Strong analytical and problem -solving abilities are crucial for diagnosing and repairing equipment issues.

• Excellent interpersonal, communication , and customer service skills for dealing with end users and customers.

• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.

• Acquire and maintain industry or product-specific certifications or licenses that may be required .

• Proficiency in English, written and verbal.

• Bilingual (English/Spanish) a plus.

• Must be proficient in computer skills and Microsoft Office applications.

• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)

This position offers an hourly pay range of $27 - $30 in addition to comprehensive benefits including health insurance, paid time off, and retirement options.