Customer Service Rep

Buffalo, NY

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• A natural curiosity for solving problems in a mechanical environment

• Three years’ experience in a customer-service setting

Job Duties:

• Field customer calls regarding warranty claims, repairs and installation support needs

• Process warranty claims, repair requests and QA issues in a timely and thorough manner • Respond to each customer claim / request within a:

• Two - Three hour time period for on-the-job installations / utilizations

• Same day time period for all other

• Troubleshoot in-environment operational issues for both dealers and end users

• Supports the sales team with product knowledge to assure products sold match environment needs

• Work with the engineering team to assure customer-facing-documentation is correct and user-friendly

• Work with manufacturers to correct inherent issues in their product

• Identifies areas where the Company’s utilization of purchased components may need to be adjusted based on customer issues

• Identifies areas where Company may need to adjust parts / assembly based on customer issues

• Maintains and evaluates historical records by product, as input toward future improved quality

• Reports to management on a regular basis on key quality indicators that measure both company vendor quality measures, with recommendations for improved performance.

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