Technical Service Advisor in Brookfield, Wisconsin

Date Posted: 5/8/2019

Job Snapshot

Employee Type: Full-time
Job Type: Customer Service
Date Posted: 5/8/2019

Job Description

Technical Service Advisor

As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services.

As a Milwaukee Technical Service Advisor you will:

  • Join a team of associates motivated to deliver positive end user support experiences
  • Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates
  • Identify and implement tools & processes to drive support improvements

Your responsibilities will include, but will not be limited to:

  • Providing phone, email and written support for Milwaukee products and services.
  • Developing reference tools and training in support of new product launches
  • Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools
  • Developing & maintaining product, service and procedural reference files in a shared, digital library
  • Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.
  • Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention
  • Engaging appropriate personnel to address engineering application requirements and liability concerns
  • Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff
  • Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects
  • Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements

We're looking for:

  • A great communicator that is focused on delivering a world-class customer care experience
  • Excellent problem solving skills with strong technical and mechanical aptitude
  • Experience in providing mobile and software technical support and troubleshooting
  • Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service
  • Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries
  • An ability to listen to customers, interpret their needs, and provide required support
  • Excellent time management, multi-tasking and organizational skills
  • Exceptional service & support quality in a fast-paced environment
  • Ability to use a variety of software tools to research, reference and resolve inquiries
  • 3+ years of experience in Customer Service, Technical Support or related field
  • High school diploma or equivalent education
  • Fluent in English (proficiency in Spanish desired)

 

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