- 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
- 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
- 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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Service Advisor
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Technical Service Advisor - Brookfield, United States - Milwaukee Tool
Description
Job Description:
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:
We're looking for:
