Customer Support

3 days ago

Maple Ridge, Canada Total Power Full time

**We Offer**
- 100% Employer Paid Medical and Dental Benefits
- Employer RRSP Matching Program
- Annual Health/Wellness Spending Accounts
- Professional Growth & Development

**What You’ll Do - The Role (Responsibilities)**
- Emergency Dispatching
- Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT)
- Daily Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and to increase productivity.
- Warranty - ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator.
- Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner.
- Verifying technician time cards - submit technician time cards to the Branch Service Manager daily. Prior to submission, verify that time sheet numbers align with invoicing.
- Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling.
- Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply.
- Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference.
- Responsible for answering and directing all incoming calls in the branch.
- Sourcing parts - procure parts via catalogues or calling vendors and OEM dealers.
- Source and procure parts needed for all MCC calls and assign to the work orders.
- Quoting, including follow-up on outstanding parts quotes.
- Ordering parts and reporting delivery status on all parts orders.
- Charging out parts to appropriate work orders and invoices
- Communicating with customers, internal or external, on delayed deliveries.
- Promptly processing parts credits for customer returns.
- Promptly returning any unneeded parts to the supplier for credit.
- Source parts with national suppliers as identified through strategic sourcing initiatives.
- Working towards resolution of customer complaints and disputes.
- Monitor and maintain inventory levels for the branch.
- Assist with shipping and receiving of parts when required.
- Cross training with commercial activities and duties (i.e. proposal preparation, RFP acceptance and processing, etc.)
- Branch operations and admin support
- Warehouse support as needed.
- Other duties as assigned.

**What You Need (Requirement)**
- Minimum 5 years’ customer service, dispatching, or related experience.
- Related experience in dealing with service parts, preferably in the automotive or industrial industries or similar strongly preferred.
- Excellent phone skills.
- Exceptional customer service skills.
- Demonstrated ability to troubleshoot basic questions of a technical nature.
- Basic technical skills (mechanical & electrical) an asset.
- Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
- Time management, accountability, and dependability.
- Excellent communication; verbal and written.
- Excellent problem solving, negotiation, and decision-making skills.
- Excellent organizational skills with strong multi-tasking capabilities.
- Able to operate forklift when required
- In the case of a power outage or declared State of Emergency by any level of Government, be available for work.

***Working Conditions**
- Manual dexterity is required to use desktop computer and peripherals.
- Overtime as required.
- Lifting or moving up to 50lbs. may be required.

**External - Customer Support & Parts Specialist, Maple Ridge

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