Service Support Representative I - Dixon (Finance)

Why Join Altec?

The Service Support Representative I is responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

This position must reside in Dixon, CA.

MAJOR RESPONSIBILITIES

Administrative Service Support

Creates accurate and timely repair orders.

Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.

Performs specific customer requirements for the opening and closing of Service Requests.

Resolves problems with strong analytical and administrative abilities.

Resolves Level 1 and 2 Installed Base updates.

Effectively represents Team Altec; Communicates any customer needs/requests within Service's scope to the appropriate Altec entity or External customer.

Parts Service Support

Conducts Stock parts order entry, form entry as directed per established standards.

Researches parts with assistance/oversight of applicably trained peers and/or supervision.

Reconciles requests for parts order follow up and escalate as required.

Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.

Conducts the P.O. process within established Altec standards and provide accountability as required.

APD Service Support

Conducts parts order entry & form entry per established standards.

Researches parts with assistance/oversight of applicably trained peers and/or supervision.

Determines correct billing requirements required to fulfill requests accurately and timely

Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.

Reconciles requests for parts order follow up and escalate as required.

Builds relationship with customers based on respect and service with professionalism and proper etiquette.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

High School Diploma or GED required and

Two years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership or in a similar job function

Or

Bachelor's Degree and

One years' experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Hydraulic or mechanical background preferred

Must have demonstrated experience of providing high levels of customer support

Strong Computer Skills, especially in Microsoft Word and Microsoft Excel

Demonstrated Problem Solving Skills

Strong attention to detail

Solid team player with a collaborative nature

Ability to multitask and handle multiple transactions

Ability to work effectively in a fast-paced environment

Excellent written and verbal communication

FINANCIAL BUDGETING, CAPITAL, AND/OR MANPOWER RESPONSIBILITIES:

None

OTHER POSITION SPECIFICATIONS:

Demonstrated record of responsibility

Extremely detail oriented

Customer Service Oriented

Motivated, goal oriented and persistent

Maintain Company confidentiality

Must handle stress and deadlines well

Participate in Continuous Improvement Initiatives

Travel 0-25%

Responsibility for Safety:

Safety In everything we do

Responsibility to Prevent Errors:

Ensures appropriate reviews have been performed as needed for high quality

Mental Alertness:

Continuous attention to all job functions ensuring quality products

Communication with Others:

Requires outside and inside contacts to carry out company policy and programs; Improper handling will have considerable effect on operational results; Must often deal with matters requiring explanation, persuasion and obtaining of approvals

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.