Parts Tech Support Lead
FINN CorporationMain job duties are to provide leadership for the customer service team to ensure customer’s needs are being attended to in an efficient and positive manner. This includes developing and training SOP’s for customer service. Managing escalated issues and ensuring a positive customer interaction.
Essential Duties and Responsibilities
· Handling customer technical support cases through phone and em
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ail submission
· Takes personal accountability for job duties and results.
· Proactively communicates to dealers regarding pricing, promotions, Enterprise Change Notice (ECN), aftermarket changes, lead times, and other information relevant to customer success.
· Works with procurement to maintain up to date lead times on parts orders.
· Works with shipping to help facilitate on-time deliveries.
· Assists in coordinating parts for delivery.
· Picks and stage parts for customer orders when needed.
· Ability to assist customer in identifying parts and equipment.
· Assists in warehouse duties, stocking shelves, cycle count and physical inventory when needed.
· Maintains a clean and orderly work environment.
· Develops SOP’s for the CS team.
· Provides training for new Customer Service team members.
· Project management.
Education, Knowledge and Skills
· Minimum 5 years experience in a customer service environment.
· 1 year or more of basic technical support experience would be beneficial but not required.
· Team player who works to assist and support others.
· Ability to organize thoughts and communications in a logical manner, ask clarifying questions, and restate issues to ensure proper understanding.
· Ability to communicate clearly and concisely in a professional manner, both orally and in writing.
· Ability to work independently, prioritize workload, follow through on commitments, and effectively utilize available resources.
· Proficient in Microsoft Office and ERP systems.
Supervisory Responsibilities: Yes
Work Environment:
Manufacturing Environment. Frequent exposure to noise, fumes and dust.
Office environment (cubicle). Seated with exposure to computer screens, blue light and noise from co-workers is present.
Physical Demands:
This position occasionally lifts heavy objects and/or up to 50 lbs., may walks or stand for long periods of time and may perform strenuous physical labor. The employee lifts, pushes, pulls or carries objects; uses abdominal and lower back muscles to provide support over time without fatigue; and effectively lifts and carries heavy loads. The position requires good manual dexterity (hand, hand and arm, two hands) and multi-limb coordination.
It also requires the ability to quickly move arms and legs. The employee must have excellent stamina. Seeing with the ability to read reports, data, statistics and information on computer screens are required.
This position is primarily seated in an office environment. Good posture to prevent strains and the ability to work in a noisy environment are required.
Acknowledgement: This job description is not intended to be an all-inclusive list of duties and standards of the position. Critical features of this job are described under the headings above. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.
Equal Employment Opportunity Employer and a Drug-Free Workplace
Pay: $28.00 - $33.00 per hour
Benefits
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
Work Location: In person