Customer Service Technician

6 months ago

Toronto, Canada Teknion LTD Full time

**Why is this role so great?**

The Customer Service Technician is accountable for providing prompt and courteous service to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff. The incumbent mainly responsible for field product delivery, pickup, service and will also work as a backup for Customer Service providing support on customer claims. This position will act as a liaison between various internal departments and facilities. In addition, this incumbent is accountable for maintaining appropriate records, preparing required reports and data analysis.

**What is this role responsible for?**
- Work with the Corporate and facility customer service department for delivery and pickup of Teknion loaner products.
- Responsible for field repair and/or replacement of Teknion Seating products.
- Provide service and customer support during field visits or dispatches.
- Prepared to provide a written report on any service work performed.
- Ensure that all service work is performed to the client’s expectations and to Teknion standards. Promptly report all engineering, manufacturing, design and quality issues related to field service work.
- Work as a backup for providing support for customer complaints & claims. Provide prompt and courteous responses to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff.
- Determine proper course of action with respect to defective product in accordance with Teknion’s guidelines.
- Monitor general trends of product service concerns and report findings to immediate supervisor or engineering team. Gather feedback and provide status reports on customer concerns.
- Identify and recognize possible future issues with respect to the long-term reliability of Teknion products. Initiate ideas that will result in the elimination of future service problems.
- Report on any large pending service/warranty repairs to determine the most cost-effective course of action.
- Work directly with production and shipping to expedite replacement products or parts as necessary.
- Manage inventory of products and deliver/pickup of products to & from local customers as part of loaner program.
- Maintain an ongoing service log/schedule for service calls, mock-up deliveries and pick-ups
- Keep a regularly updated filing system for all work-related paperwork.
- Complete expense reports and submit to Supervisor on time as per company guidelines.
- Operate company vehicle in a safe manner obeying all the rules of the road, per the Ontario Highway Traffic Act. Maintain vehicle log for safety inspections, mileage tracking and maintenance.
- Other duties as assigned by Supervisor.

What is required for this role?
- Able to travel to different job sites (US and Canada)
- College Graduate and/or combination education and experience
- 3-5 years Customer Service and filed repairs related experience in a manufacturing environment
- Strong oral and written communications skills.
- Strong organizational skills and detail oriented.
- Ability to work both independently and within a team environment.
- Ability to multi-task in a fast-paced deadline oriented environment.
- Strong working knowledge of computers.
- Data analysis and reporting.
- Valid "G" drivers license and passport

Teknion is committed to supporting a culture of diversity and accessibility across the organization, starting with the hiring process. It is our priority to remove barriers to provide equal access to employment.

**Why should you grow with us**
- Competitive Salary
- Company Paid benefits
- Group RRSP plan
- Pension Plan
- Excellent work environment and culture
- Corporate perks and discounts year round
- Our People

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