Technical Customer Service Representative

**Description**

Responsibilities & Expectations:
We are seeking a Technical Customer Service Representative to assist our Service Center in providing efficient customer service for orders and related paperwork, acting as a technical resource to address inquires, ensure customer satisfaction, and managing various customer and sales-related tasks, including order processing and handling complaints. Responsibilities may include:
Customer Relationship:

- Provide customer service for timely and cost-effective completion of all customer service-related paperwork of orders received
- Act as a technical resource to address and resolve inquiries and problems.
- Responsible for order taking, processing, investigation and resolution of customer complaints and coordination of customer service objectives with shop operations.
- Provide customer and sales correspondence, the tracing of shipments, order processing customer credits and inventories, acting as the Project Manager for jobs.
- Review technical requirements of purchase orders and translate into instructions on work plans and internal order documents.
- Prepare internal material requisition for purchase of materials and services related to order completion.
- Complete special price quotations and bids from sales personnel. Work closely with customers to ensure satisfaction. Support the outside sales organization and OEM partners with inquires, quotes, vendor management, customer expectations for total satisfaction and ownership of clients
- Provide customer and sales correspondence, the tracing of shipments, order processing customer credits and inventories, acting as the Project Manager for jobs.
- Project/Job contract reviews - validate cost estimates, and make sure jobs are completed within the allocated hours/costs - Develop reaction plans if cost is becoming an issue.
- Help develop solutions for jobs that are both good for customers and IPS.
- Customer interface on projects as required.
- Develop project schedules as required based on job type. Schedule production
- assigns work scopes/tasks to craft labor either directly or through the work-leader.
- Write comprehensive customer repair reports (as found and final).
- Conduct final cost reviews - all materials, labor hours have been accounted for on the job.

Production:

- Risk Management of jobs based on the job type - FMEA’s
- Fill out deviation requests on repairs for any design change, material substitution, repair process change, accept out of specification parts as is, and other reasons. This may include the need for approvals from customers.
- Review of all data gathered during repair process (Electrical and Mechanical).
- Walking and reviewing in-process jobs on the service center floor with a focus on safety, quality, and efficiency.
- Final review of project files - all documents are put in a hardcopy and/or electronic job folder per the QMS record control process.
- Any lesson learned captured for future reference and shared on the monthly technology/quality QMI calls.
- Responsible for the PM (Preventive Maintenance), Calibration, etc.

Qualifications and Competencies:

- Sharp analytical thinking and reasoning abilities
- Experience in electric motor repair or related industry
- Proficient with Microsoft Office, especially Word, Excel, PowerPoint & Project
- Ability to analyze and interpret data and take appropriate action
- Must be extremely detail-oriented with sound problem-solving skills
- Ability to prioritize and maintain high degree of organization
- Excellent time management
- Ability to communicate technical data in a clear and concise manner
- Poses excellent written and verbal skills
- Prefer 5+ years of technical sales or customer service, or similar experience
- Experience interpreting and understanding profit and loss statements

You’ll thrive at IPS if you
- Lead with integrity and prioritize safety. You demonstrate high standards and commit to a safe, ethical workplace.
- Value teamwork and accountability. You work well with others, take responsibility, serve others, and deliver on your commitments.
- Focus on the customer. You are dedicated to providing an unmatched customer experience and exceeding expectations.
- Have an entrepreneurial spirit. You’re proactive, innovative, and thrive in a fast-paced environment.
- Communicate effectively and with purpose. You keep everyone informed with clear, concise communication.
- Stay curious and love to learn. You continuously seek new knowledge and grow personally and professionally.

Who We Are:
At Integrated Power Services (IPS), we're committed to empowering you to make a meaningful impact. As the industry's leading and fastest-growing service provider, IPS offers single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 30,000 essential customer locations, from renewable energy pioneers to hospitals, manufactur