JOB SUMMARY/OVERVIEW

Aftermarket Support Specialist is customer satisfaction driven. Aftermarket Support Specialist commits to providing our customers with rapid response. Aftermarket Support Specialist provides a wide variety of support services to the organization including warranty, customer repair order processing, order issues and timely response to customer inquiries and problems in accordance with company policies and procedures for ultimate customer satisfaction.

KNOWLEDGE, SKILLS, COMPETENCIES, AND ABILITIES

• Strong working knowledge of Microsoft Office (Word, Excel, Power Point).
• Strong verbal and written communication skills.
• Excellent problem solving and analytical skills.
• Excellent time management skills.
• Strong work ethic and positive attitude.
• Strong working knowledge in ERP, CRM and other business systems (SAP, Epicor, Salesforce.com)
• Ability to work on your own initiative and as a part of the team.

REQUIRED QUALIFICATIONS

• A.S. Degree in Business or a Technical field.
• Bachelor’s Degree preferred.
• 3+ years of Customer support experience.
• Equivalent combinations of experience and education may be considered.

• Provide courteous and efficient service to customers including accessibility via telephone and prompt return of phone calls.
• Handle, process and evaluate customer’s back charges requests.
• Lead and facilitate Customer Complaints caused by product issues.
• Assists customers with their order issues, including freight damages.
• According to procedures, process warranty claims, accurately enter customer repair orders into the computerized system in a timely manner. Process customer repair orders, changes to any orders, and order acknowledgements and transfer of information to the repair department.
• Process requests for replacement of defective products and issue “Return Material Authorization” (RMA’s) for the return. Communicate with customers to ensure their knowledge of product status, to include delays, problems, etc.
• Coordinate with aftermarket service department to connect customer with technical support as needed to ensure that technical questions are resolved and issues arising from repair orders are addressed.
• Review repair orders and documentation and ensure accurate keywording and entry into the document storage system.
• Assist customers with requests for information regarding warranty, repairs and returns.
• Complete and maintain all required paperwork, drawings and documents for repair orders.
• Maintain and create master data in ERP system
• Complete special projects as assigned.