Techtronic Industries North America

Service Support Representative

Techtronic Industries North America, Greenwood

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Job Description:

Service Support Representative

Location: Greenwood, IN

Hours: 8:00a-430p

Position Summary:

The Service Support Representative plays a key role in delivering exceptional support related to repair services. This individual is responsible for managing customer inquiries, coordinating repair-related processes, and ensuring efficient, accurate, and timely solutions that meet customer needs. This position requires a customer service mindset, strong communication skills, and the ability to work cross functionally with internal teams.

Key Responsibilities:

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Respond professionally and promptly to customer inquiries via phone and email.
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Provide accurate information regarding products, services, repair procedures, and pricing.
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Utilize active listening skills to identify root causes of customer concerns and provide effective solutions.
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Manage all repair related activities including, but not limited to, will calls, scrap notices, service quotes, warranty denials, and pricing.
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Achieve and maintain daily performance targets in line with departmental KPIs.
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Collaborate cross functionally with internal teams to resolve customer issues efficiently, aiming for first contact resolution.
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Apply de-escalation techniques and maintain professionalism in challenging customer service situations.
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Escalate complex or sensitive issues to the Team Lead, Supervisor, or Manager as appropriate.
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Maintain accurate documentation of customer interactions in internal systems.
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Continuously build product and process knowledge to support evolving customer needs.
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Qualifications:

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High school diploma or equivalent required; additional education or certification in customer service or business administration is a plus.
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1-2 years of experience in a customer support or service operations role preferred.
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Exceptional verbal and written communication skills.
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Strong interpersonal skills with the ability to work effectively in both independent and team-oriented environments.
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Proven ability to prioritize tasks, manage time effectively, and handle multiple competing demands.
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High attention to detail with strong organizational and analytical skills.
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Demonstrated ability to resolve customer complaints efficiently and professionally.
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Proficient in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Oracle, OnePoint, Korber, Connect+, GenesysCloud preferred.
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Familiarity with internal service standards, warranty processes, and repair workflows.
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Milwaukee Tool is an equal opportunity employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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