What are the responsibilities and job description for the Customer Support Representative – Equipment Services position at Waste Harmonics Keter?
Who Are We:
We are Waste Harmonics Keter, your partner in handling complex waste operations.
Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what's needed to serve our customers well.
Who we’re looking for:
The Equipment Services Representative is responsible for managing all incoming equipment repair requests, regardless of equipment ownership (WHK-owned, customer-owned, or third-party owned). This role requires effective communication with customers and vendors, efficient project management, and a customer-first mindset. The Representative plays a critical role in minimizing equipment downtime, protecting customer operations, and driving positive outcomes for both clients and the company.
Customers rely on us to resolve equipment issues quickly. Down compactors can result in health code violations, city fines, and major operational disruptions — our speed and execution directly protect their business
** This is a Full-Time role that will end after a period of 6 months, this role is benefits eligible**
What You’ll Be Doing:
Equipment Repair Management
- Manage all incoming repair requests for WHK-owned, customer-owned, and third-party equipment
- Communicate effectively and proactively with customers and vendors throughout the repair lifecycle
- Drive urgency and efficiency in repair completion to minimize customer impact and operational downtime
- Assess the financial impact of repairs, including junk hauls and open tops, based on equipment ownership
- Monitor and manage each repair project from intake through resolution with accuracy and accountability
Parts Inventory Management
- Maintain an inventory of commonly used equipment parts for rapid deployment to vendors
- Coordinate part shipments to vendors to reduce equipment downtime and avoid vendor markup costs
- Track inventory levels and proactively reorder parts to ensure availability
Customer & Cross-Functional Collaboration
- Partner with Customer Service daily to ensure repair cases are identified, converted, and processed in a timely manner
- Submit service requests to Customer Service for open tops, junk hauls, and compactor hauls as needed
- Coordinate with Customer Service through designated Teams chat channels to track and manage open requests
- Collaborate with the Equipment Installation Specialist team on escalations and technical troubleshooting
- Serve as a responsive point of contact for internal teams regarding equipment repair status and resolution
Case & Systems Management
- Accurately process and document repair cases in NetSuite (NS), including converting cases using the designated workflow
- Maintain accurate records of repair activity, vendor communications, and case status
- Utilize internal systems and communication tools to manage workload and ensure visibility across teams
What You’ll Bring to the Table:
- High school diploma or GED required; Associate’s or bachelor’s degree in business, Operations, or related field preferred
- 1–3 years of experience in a customer service, equipment services, or operations support role
- Experience managing cases, service tickets, or work orders in a CRM or ERP system (NetSuite a plus)
- Prior experience in waste management, facilities, or field services industry a plus
- Experience coordinating with vendors or third-party service providers preferred
What’s Good to Know:
- Onsite position in our location in Victor, NY
- Schedule 8:00am - 5:00pm ( Monday to Friday)
At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.
Salary : $19 - $20