What are the responsibilities and job description for the Service Advisor-Tier 2 position at The Wittern Group?
Brief Description
The Service Advisor position will:
Troubleshoot over the phone and advice customers how to repair machines. Make service calls and repair machines in the local area. Teach service schools on our equipment.
Duties And Responsibilities
The above is intended to describe the general content of and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities, or requirements. This description does not preclude the supervising authority from adding or changing duties or responsibilities as required to meet the company’s needs.
Requirements
Vendnet is seeking a detail-oriented and technically proficient Tier 2 Support Specialist to join our service team. This role serves as a critical escalation point for frontline support, handling complex customer issues and contributing to continuous improvement initiatives. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality support.
The Service Advisor position will:
Troubleshoot over the phone and advice customers how to repair machines. Make service calls and repair machines in the local area. Teach service schools on our equipment.
Duties And Responsibilities
- Answer phone and help customers with repair problems
- Set up service schools
- Resolve service entity problems
- Take parts orders
- Help parts department resolve parts problems
- Run service schools in local area
- Keep records of specially coded keys
- Coordinate service classes and other services with OEM Vendors
- Help in repair department
- Help sales groups with customer appreciation days
- Help with inventory at year end
- Special projects as needed
- Computer skills
- Data Entry Requirement: 3000-3500 keystrokes per hour, with 80% accuracy
- Math ability
- Good communication skills, verbal and written
- Good organizational skills
- Knowledge of our machines
- Working knowledge of electronics
- Ability to lift boxes from post office/paper for printer
- Ability to do service calls
- AAS degree in Industrial Electronics
The above is intended to describe the general content of and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities, or requirements. This description does not preclude the supervising authority from adding or changing duties or responsibilities as required to meet the company’s needs.
Requirements
- 2 years of experience in technical support or customer service, preferably in vending or appliance repair.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with CRM systems, ticketing platforms, and remote diagnostic tools.
- Ability to work independently and manage multiple priorities.
Vendnet is seeking a detail-oriented and technically proficient Tier 2 Support Specialist to join our service team. This role serves as a critical escalation point for frontline support, handling complex customer issues and contributing to continuous improvement initiatives. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality support.