Customer Service Technical Support

  • Location: Palmetto, Florida
  • Type: Direct Hire
  • Job #10363

Customer Service Technical Support 

Primary Responsibilities: 

  • Respond to First Line Technical Support requests received via support email, direct email, or phone calls. 
  • Assist the customer to order parts and determine what parts may be required. 
  • Archive Service Reports of work orders and/or warranty work orders. 
  • Conduct customer product training. 
  • Test of spare power modules and software programming for spare orders. 
  • Manage the customer's aftermarket stock items. 
  • In cooperation with Accounting and After Market Manager, manage/review customer accounts, terms, limits, and discounts. 
  • Assist R&D with root course to component failure. 
  • Work as a part of the After Market Service team to track trends in equipment issues for improvement opportunities. 
  • Document and maintain knowledge database. 
  • Primary warranty claim initiators. 

Secondary Responsibilities: 

  • Assist with repair work orders. 
  • Assist Product Managers with development and improvement of customer work instructions of how to replace components and update manuals and maintenance documents. 
  • Utilize metrics to assure the team is providing the superior support our customers expect. 
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