VetJobs
Field Support Center Specialist - Rolling Meadows, IL
VetJobs, Rolling Meadows, Illinois, United States, 60008
Job Description
The Field Support Center Specialist's primary responsibility is to perform technical support to RATIONAL USA's service partners, via phone, email or other means of communication. The FSCS must be able to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners. The FSCS will carry out technical support in accordance with the organization's policies and applicable laws. The FSCS is a link for all service needs from the sales organization and customer care team.
ESSENTIAL RESPONSIBILITIES:
Field Support Center
Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing our customers professional and world-class service. Answer calls and respond to emails professionally and in a timely manner, using the RATIONAL standard systems and processes Document call information according to standard operating procedures Handle customer inquiries both telephonically and by email Research required information using available resources Manage and resolve customer complaints Follow up customer calls where necessary Provide customers and colleagues with product and service information Enter/update new customer/caller information into CRM system Identify and escalate priority issues Route calls to appropriate resource After Hours Hotline support - if needed by business
Training
Attend required training classes
Sales Support
Responsible for supporting sales process including End Users, Equipment Dealers, Manufacturers Representatives, Sales Managers and the Sales Directors, etc.
In-House Equipment Support
Perform necessary tasks to ensure that the company's owned inventory is operational and is available for sale or used in training
Team Support
Provide back-up support to other territories when assigned FSCS is unavailable
Additional Qualifications/Responsibilities
QUALIFICATIONS:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Associates/Bachelor's degree in Electronics from an accredited college or university; or equivalent combination of education and relevant experience. 3-phase power, gas experience, electronics technology troubleshooting background is essential
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public Ability to write reports, business correspondence, and procedure manuals
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, handle technology budget
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
PHYSICAL DEMANDS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear, frequently required to sit, stand, walk, use hand to finger, handle or feel, and reach with hands and arms The employee must occasionally lift and/or move up to 50 pounds Specific vision abilities required, include close vision, distance vision, and ability to adjust focus
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate Might require rare ground and/or air travel, including local and distance destinations and possible continuous overnight stays
The Field Support Center Specialist's primary responsibility is to perform technical support to RATIONAL USA's service partners, via phone, email or other means of communication. The FSCS must be able to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners. The FSCS will carry out technical support in accordance with the organization's policies and applicable laws. The FSCS is a link for all service needs from the sales organization and customer care team.
ESSENTIAL RESPONSIBILITIES:
Field Support Center
Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing our customers professional and world-class service. Answer calls and respond to emails professionally and in a timely manner, using the RATIONAL standard systems and processes Document call information according to standard operating procedures Handle customer inquiries both telephonically and by email Research required information using available resources Manage and resolve customer complaints Follow up customer calls where necessary Provide customers and colleagues with product and service information Enter/update new customer/caller information into CRM system Identify and escalate priority issues Route calls to appropriate resource After Hours Hotline support - if needed by business
Training
Attend required training classes
Sales Support
Responsible for supporting sales process including End Users, Equipment Dealers, Manufacturers Representatives, Sales Managers and the Sales Directors, etc.
In-House Equipment Support
Perform necessary tasks to ensure that the company's owned inventory is operational and is available for sale or used in training
Team Support
Provide back-up support to other territories when assigned FSCS is unavailable
Additional Qualifications/Responsibilities
QUALIFICATIONS:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Associates/Bachelor's degree in Electronics from an accredited college or university; or equivalent combination of education and relevant experience. 3-phase power, gas experience, electronics technology troubleshooting background is essential
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public Ability to write reports, business correspondence, and procedure manuals
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, handle technology budget
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
PHYSICAL DEMANDS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear, frequently required to sit, stand, walk, use hand to finger, handle or feel, and reach with hands and arms The employee must occasionally lift and/or move up to 50 pounds Specific vision abilities required, include close vision, distance vision, and ability to adjust focus
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate Might require rare ground and/or air travel, including local and distance destinations and possible continuous overnight stays