- Bachelor's degree in business, engineering, or a related field.
- Minimum of seven (7) years of experience working in customer service and a minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians.
- Minimum of five (5) years of working with complex electro-mechanical systems required.
- Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
- Highly collaborative with a genuine passion for customer service.
- Excellent analytical, communication, and presentation skills.
- Strong interpersonal skills to work with team members on all levels of the organization.
- Highly organized and detail oriented.
- Ability to travel approximately 25% domestically and internationally.
- Ability to work in a dynamic start-up environment where initiative and ownership is preferred.
- Assertive, and not afraid to share their opinion.
- Focuses on Quality: Drives work results with a quality focus on actions and results.
- Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
- Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
- Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
- Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
- Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
- Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
- Communications: Exchanges thoughts, feelings, and information effectively.
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Technical Service Specialist - Lake Orion, United States - American Battery Solutions
Description
Job Summary:
The Technical Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the ABS customer service portfolio.
This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction.
This individual will work closely with our prototype and production engineering manufacturing teams, as well as key suppliers and the validation/testing teams.
Responsibilities:
Service * Ensure customer satisfaction with product performance and field service activities. * Assign and schedule regional Service Technicians. * Prepare and approve quotations for field service activities. * Review and approve field service reports; provide complete and professional documentation to the customer. * Responsible for after-hours and emergency 24/7 customer support. * Develop and maintain spare parts programs with cross-functional operations support.
* Develop and present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations.
Warranty * Manage customer Return Material Authorization (RMA) process. * Manage customer Warranty process. * Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts. * Create Customer and Product Warranty documents.* Develop and implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
* Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance.Position Qualifications:
Key Competencies:
Physical Requirements / Working Conditions:
The physical demands described here are representative of those that must be met by an e
