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Customer Service Specialist

2 months ago

Kelowna, British Columbia, Canada Williams Machinery Full time

Williams Machinery has a rich history of over 100 years in the sales, rental, and repair of equipment. We also provide training across British Columbia to ensure safe and effective machinery operation. Our expertise spans various industries, including warehousing, milling, construction, forestry, and recycling, meeting diverse equipment needs. Become part of our esteemed organization, recognized as a Platinum Certified Canada's Best Managed Company and one of BC's Top Employers.

As a Service Operations Consultant, you will collaborate closely with service technicians and clients to guarantee the precise and prompt execution of scheduling, work orders, invoices, and customer follow-ups. Your responsibilities will include gathering and updating customer information, documenting requested repairs and maintenance, overseeing repair processes, promoting additional necessary services, and maintaining communication with clients throughout the entire service repair journey, including scheduling service work in the department as needed.

Key Responsibilities:
  • Assist in coordinating technicians in the field or shop as assigned
  • Create and manage work orders, along with preparing quotes for required services
  • Maintain effective communication with clients throughout the process to ensure high satisfaction levels
  • Check parts availability and organize future appointments
  • Review completed service orders with clients post-service
  • Prepare repair estimates and follow up with clients for approval
  • Ensure timely closure and invoicing of work orders within 48 hours of job completion
  • Assign tasks to appropriate technicians and follow up to ensure timely job completion
  • Input technician hours, comments, and job codes accurately
  • Schedule jobs and manage technician workloads, utilizing GPS for productivity
  • Manage Planned Maintenance Agreements, including routine reporting and scheduling
  • Coordinate parts for shop and field jobs as necessary
  • Complete warranty documentation and submissions accurately and promptly, ensuring effective communication with manufacturers
  • Arrange freight for service work pick-up and delivery as required
  • Adhere to workplace health and safety practices consistently
  • Perform other duties as assigned
Knowledge, Skills, and Abilities:
  • Ability to foster relationships with clients and colleagues in a professional manner
  • Capable of translating client needs to technicians or willingness to learn
  • Adept at assessing client needs and recommending services
  • Strong communication skills with technicians and management
  • Exceptional attention to detail and a positive demeanor, with strong interpersonal skills
  • Proficient in general computer skills and experienced with Microsoft Office applications (Outlook, Word, Excel)
  • Possess a sense of humor and the ability to manage stressful situations
  • Open to learning and receiving coaching
  • Strong problem-solving abilities
  • Self-motivated, organized, and capable of multitasking
  • Able to learn and utilize operational databases
Training, Education and Experience:
  • 2-4 years of experience in scheduling service work
  • High School Diploma
Compensation Package:
  • Annual salary ranging from $52,000 - $70,000 based on skills and qualifications
  • 3 weeks of vacation
  • Medical and dental benefits
  • RRSP matching program
Values:
  • Build trust with clients and colleagues
  • Collaborate effectively as a team
  • Focus on customer satisfaction to create loyal clients
  • Support the community and care for our environment
  • Deliver results efficiently and effectively
Working Conditions:

The Service Operations Consultant position is based out of the Kelowna branch, requiring an average of 40 hours of work per week, Monday to Friday.

Privacy Notice for Job Applicants:

By applying, you consent to share your name and email with our third-party assessment provider solely for assessment purposes, if required. We will manage your data confidentially and will not use it for any other purpose.

Selection Process Notification:

Due to the volume of applications, we will contact only the shortlisted candidates. Thank you for considering career opportunities with Williams Machinery.