Customer Service Representative

Location: Salt Lake City, Utah
Opening ID: 26691
Job Family: Administrative Support
Date Posted: Jun 9, 2022

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Job Description

Why Join Altec?

The Altec Service Group has service centers and an extensive fleet of mobile service vehicles and technicians across the United States and Canada. This critical position is responsible for providing excellent customer support and satisfaction. Respond to customer inquiries and resolve customer issues. Provide updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

 Why Altec?

·      Settle in with an Original Equipment Manufacturer in a secure, essential industry (supporting Utilities, Tree Care & Telecom)

·      Maintain Career Focus, with growth & development encouraged within Altec

·      Competitive Compensation that rewards performance

·      Comprehensive Benefits including affordable medical options, dental and vision care, matching 401(k), company-paid Basic Life, wellness programs, company events, tuition reimbursement, paid vacation

·      Values that include Enjoyment of Work and Family 

Major Responsibilities

 Administrative Service Support

  • Creates accurate and timely repair orders.
  • Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
  • Performs specific customer requirements for the opening and closing of Service Requests.
  • Resolves problems with strong analytical and administrative abilities.
  • Resolves Level 1 and 2 Installed Base updates.
  • Effectively represents Team Altec; Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.

Parts Service Support

  • Conducts Stock parts order entry, form entry as directed per established standards.
  • Researches parts with assistance/oversight of applicably trained peers and/or supervision.
  • Reconciles requests for parts order follow up and escalate as required.
  • Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
  • Conducts the P.O. process within established Altec standards and provide accountability as required. .

Estimating Service Support

  • Reviews requests for estimates and assigns tasks to appropriate team member.
  • Develops accurate Service Estimates using established processes.
  • Monitors and maintains the Service Estimating inbox in order to identify and escalate requests for information and to assist with assignment of required tasks.
  • Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
  • Processes Service Request in typical programs such as Oracle and Service Studio.
  • All other duties as assigned

Education, Experience, and Skills Required

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

  • High School Diploma or GED required and
  • Two 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

  • Bachelor’s Degree and
  • One year of experience in industry-related field preferred (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
  •  Hydraulic or mechanical background preferred
  • Must have demonstrated experience of providing high levels of customer support
  • Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
  • Demonstrated Problem Solving Skills
  • Strong attention to detail
  • Solid team player with a collaborative nature
  • Ability to multitask and handle multiple transactions
  • Ability to work effectively in a fast-paced environment
  • Excellent written and verbal communication

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

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

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