Technical Service Specialist
2 weeks ago
Reports To: Product Manager - Tooling Category
Bring your creativity and fresh thinking to an iconic brand owned by Onex ($31B assets) that has been trusted for its high quality and innovation since 1952. For over 65 years, Walter Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions and welding process solutions specifically designed for the metalworking industry. Our core philosophy is focused on helping customers work better and provide "only the best" - the best technology, the best products, the best performance, the best safety, and the best durability - all designed to increase their productivity and profitability.
Summary:
**Responsibilities**:
- Answer calls to the technical help line and provide solutions, help and assistance to distributors, end-users and sales representatives concerning products in the tooling line.
- Keep a call log to identify recurring theme of request to improve training needs of our sales team.
- Manage the cross-over product list and provide support to distributors and sales representatives cross-over request.
- Inspect returned product and determine if it is salable or needs to be scrapped. Assist with product quality control issues, initiate non-conformity reporting and follow-up with issues.
- Maintain the return warranty card log for mag drills.
- Assist in product training sessions for new employees and on-going training of current employees.
- Manage all facets of Walter Authorized Repair centers for his category and coordinate system repairs based on customer needs and requirements.
- Other duties as assigned.
Knowledge, Skills, and Abilities:
- Must be able to solve problems and offer solutions of his category.
- Must be computer literate, including Microsoft Office, Excel, and CRM database management.
- Must be detail oriented and have a high sense of urgency.
- Must be fluently speaking English. French, Spanish and Portuguese language are an asset.
Experience & Education:
- Equipment service center experience a plus.
- Technical background of the category
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