Service Support Representative II

Why Join Altec?

This position is located at the San Antonio, TX Service Center.

PURPOSE OF POSITION:

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.

MAJOR RESPONSIBILITIES:

Administrative Service Support

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

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Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.

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Resolves problems with strong analytical and administrative abilities. Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment.

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Uses analytical information to identity Service Request, Installed Base, or payments errors to facilitate continuous improvement.

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Resolves up to level 3 and 4 Installed Base related updates with minimal assistance.

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

Inventory Service Support

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Assists Supervisors and Technicians with the scheduling of required inventory actions.

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Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.

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Creates and/or maintains reports for Inventory control including but not limited to: Debrief errors, Items NOLOC, expected receipts (parts not received to PCD after shipping label creation).

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Conducts parts follow up per established standards.

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Conducts review of Service Requests in Pending status in order to identify and resolve parts handling errors.

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Attends and/or conducts peer to peer training as directed by supervision.

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Attends formal training as may be required.

Parts Service Support

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

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

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

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Creates and manages Purchase Orders and Invoices in support of day to day operations per established standards under the direction of Supervision.

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Conducts and assists with parts look up escalations.

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Conducts Parts set up as required for first time parts orders and escalates as required for timely resolution.

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Attends and/or conducts peer to peer training as appropriate.

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Attends formal training as directed by Supervision.

ADP Service Support

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

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Determines correct billing requirements to fulfill requests accurately and timely.

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Researches parts accurately and consistently per established standards.

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

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

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Acts as Customer Champion by providing dedicated support and order status reports directly to key customer contacts and account managers.

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Attends and/or conducts peer to peer training as appropriate.

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

Estimating Service Support

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Develops accurate Service Estimates using established processes.

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

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Creates Estimate requests in support of Mobile Global Process through the use of Edit Sheets and supporting documentation as supplied by estimate requestor.

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Creates Minor/Standard Global Estimates using Unit Condition Reports (UCR) with assistance and/or oversight from Peers and/or Supervision.

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Creates Standard Estimates for Shop and Mobile Service to include Canada with assistance and/or oversight from Peers and/or Supervision.

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Attends Peer to Peer and/or Formal training in order to build and maintain product knowledge and develop skills required to assist with more difficulty task and questions as may arise.

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All other duties as assigned.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

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High School Diploma or GED required and

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Three 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

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Bachelor’s Degree and

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One years’ 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

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Experience Administrative Support role preferred

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Must have demonstrated experience of providing high volume levels of customer support

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Strong Computer Skills, especially in Microsoft Word and Microsoft Excel

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Demonstrated Problem Solving Skills

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Strong attention to detail

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Solid team player with a collaborative nature

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Ability to multitask and handle multiple transactions

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Ability to work effectively in a fast-paced environment

Apply now at https://jobs.altec.com

$58,000-$62,000/year depending on skill and experience

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

Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development – Teamwork

Comprehensive benefits including Medical, Dental and Prescription Drug Program - Retirement 401(k) Program - Vacation and Holidays - Flexible Spending Accounts - Tuition Assistance Program - Employee Assistance and Mental Health/Substance Abuse Program - Life Insurance, Accidental Death and Dismemberment Insurance