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Provides network monitoring and support services to customers with technical problems and issues involving network-connected generators using remote access. Serves as the key pivoting point of support for customers and dealers, becoming integral to the management of our customer’s generator fleet. Manages service cases from start to resolution by troubleshooting and coordinating customer service response including field service dispatching and managing service and warranty cases for our national account and telecom customers.

Responsibilities:

• Manages the service process from receiving customer requests, notifying dealers, closing service cases, and auditing reports, requests, complaints, and invoices by working closely with our dealer network (IDCs), national account and telecom customers, and internal warranty/service/sales departments.

• Remotely monitors network connected generators and related components to detect, analyze, and resolve technical problems and issues while minimizing impact on customer service. 

• Serves as the first point of technical contact to resolve issues prior to dispatching dealer technicians.

• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

• Evaluate service gaps and work collaboratively and cross-functionally to close.

• Measures service results against established KPIs.

• Creates required service or performance reports and presents to customers or internal leadership.

• Identifies process inefficiencies and service or product quality issues and reports to leadership.

• Supports and maintains effective relationships with customers and dealer (IDCs).

• Maintain understanding of changing customer or contract requirements, technical specifications, warranty issues, and systems and tools.

Minimum Job Requirements:

• Associate’s degree or equivalent work experience

• Two years of experience in customer service or sales-oriented roles

Knowledge, Skills, and Abilities:

• Ability to learn and retain technical information with a focus on industrial connectivity solutions.

• Ability to develop and foster business relationships.

• Detailed, focused, and excellent organizational skills.

• Strong follow-through, relentless about ensuring customer satisfaction.

• Ability to work independently in an entrepreneurial culture.

• Ability to convert metrics into meaningful information.

• Strong presentation, verbal and written communication skills.

• Self-starter with initiative and vision; ability to manage multiple projects simultaneously.

• Ability to work in a fast-paced environment.

• Excellent communication/presentation skills.

• Strong negotiation skills

• Knowledge of Microsoft Office with strong skills in Excel

Preferred Qualifications:

• Experience managing relationships including influencing outcomes, resolving conflict, collaborating to solve technical or resource challenges.

• Previous experience or training in a technical area

• Previous experience or training using an ERP and CRM, preferably SAP and Salesforce

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear, and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee may occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”