Tech Service Specialist Vii
1 week ago
Provides technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with supported equipment in the field. Working under close supervision, reviews and approves or denies warranty claims submitted into the CPS system by the Welbilt service network.
Major Accountability
- Work closely with Management, Customer Service, Sales and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.
- Warranty review of claims entered into the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.
Key Tasks and Responsibilities:
- Identifies the source of inquiries received from for Service Techs, Service agencies, Sales and customers of the product brand.
- Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.
- Maintains accuracy of computerized service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.
- Under direction of supervision and'or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area
- Participate in on-call rotation supplying technical support to customers and service agencies after normal business hours
Specialized Skills, Knowledge and Abilities
Computer usage including MS Office skills - Word, Excel and Outlook. Ability to communicate well and with tact verbally and in writing. In depth knowledge of product line. A passport may be needed but not required at the initial hiring.
Reports to: Senior Training Instructor
Operations Hours: Monday to Friday 9AM - 6PM
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