Customer Service Technician

Socket.dev; Toronto; On-site; CAD 52,000 - 65,000; Full time

Job summary

Teknion Seating is seeking a Customer Service Technician to deliver prompt, courteous service to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff regarding all Teknion Seating products. You will resolve complaints and assist in on-site repairs following warranty guidelines.

The role also involves liaising with internal departments, maintaining records, preparing reports, and performing data analysis with some travel to job sites in the US and

Qualifications

• 3-5 years customer service experience in a manufacturing environment.
• Strong oral and written communications skills.
• Ability to work both independently and within a team environment.
• Fundamental understanding of technical drawings and BOMs.
• Ability to travel to US and Canada.

Responsibilities

• Resolve customer and manufacturing identified issues using problem solving techniques through direct interaction with internal and external customers.
• Act as primary contact for field quality concerns on standard orders, large projects and mock-up orders.
• Liaise with other departments to resolve issues efficiently.
• Respond to requests for loaner chairs and schedule deliveries or pickups.
• Determine proper action for defective products per guidelines and oversee warranty resolutions.
• Provide prompt responses to dealers, customer service, sales representatives and plant staff.
• Monitor trends in product service concerns and report findings to Engineering, QA and Production Management.
• Identify potential long-term reliability issues and propose preventive actions.
• Report on large pending service/warranty repairs for cost-effective actions.
• Document service work with PO numbers and coordinate with dealers/customers.
• Travel to job sites to identify or resolve quality issues.
• Schedule service/site visits for Seating Service Technician.
• Mobilise and supervise on-site service teams and coordinate with Plant Management.
• Collaborate with production/shipping to expedite replacements.
• Create CRs for claims and provide information to dealers.
• Perform other quality projects as assigned.
• Demonstrate knowledge of health and safety legislation and EHS policies.

Skills

Customer service

Communication

MS Office / Google

Data analysis

Attention to detail

Travel readiness

Education

College Graduate

Tools

BAAN system

Job description

The Customer Service Technician is accountable for providing prompt and courteous service to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff regarding all Teknion Seating products. The incumbent is responsible for receiving and following through on the resolution of customer complaints, including determining the proper course of action and assisting in manually repairing, on-site, all defective product, in accordance to Teknion Seating warranty guidelines. This position will act as a liaison between various internal departments and facilities. In addition, this incumbent is accountable for maintaining appropriate records, preparing required reports and data analysis.

Responsibilities:

• Responsible for effectively resolving customer and manufacturing identified issues utilizing effective problem solving techniques, through direct interaction with both Teknion’s internal and external customers.
• Act as primary customer contact regarding field quality concerns associated with standard orders, large projects and mock-up orders.
• Liaise with other departments and divisions in order to ensure issues are resolved in an efficient and effective manner.
• Respond to requests for loaner chairs, and schedule deliveries and/or pickups for Seating Service Technician.
• Determine proper course of action with respect to defective product in accordance with Teknion’s guidelines.
• Provide prompt and courteous responses to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff.
• Monitor general trends of product service concerns and report findings to Engineering, QA, Customer Service and Production Management verbally or in writing. Gather feedback and provide status reports on customer concerns.
• Identify and recognize possible future issues with respect to the long term reliability of Teknion products. Initiate ideas that will result in the elimination of future service problems.
• Report on any large pending service/warranty repairs so as to determine the most cost-effective course of action.
• Ensure that all chargeable service work or purchased mock-ups are documented and a P.O.# is acquired from the Dealer/Customer.
• Travel to job sites as required to identify and/or resolve quality issues.
• Schedule service/site visits for Seating Service Technician for warranty claims.
• Mobilise and supervise work crews necessary to the completion of on-site service projects. Work with Teknion Seating Plant Management to draw from the factory floor, competent assistance for the swift completion of large service jobs.
• Work directly with production and shipping to expedite replacement products or parts as necessary.
• Create CR’s for claims and pricing, and provide CR information to dealer and component hotline.
• Perform other quality projects and similar activities as assigned.
• Demonstrate an understanding of health and safety legislation and applicable standards.
• Ability to follow general safety rules and procedures and is aware of our EHS policy and training knowledge
• Demonstrates good initiative for working safely, reporting and participating in EHS.
• Perform all other duties as assigned by the Supervisor.

Qualifications:

• Able to travel to different job sites (US and Canada)
• College Graduate and/or combination education and experience
• 3-5 years Customer Service related experience in a manufacturing environment
• Strong oral and written communications skills.
• Strong organizational skills and detail oriented.
• Ability to work both independently and within a team environment.
• Fundamental understanding of technical drawings and BOM’s.
• Ability to multi-task in a fast paced deadline oriented environment.
• Strong working knowledge of MS Office or Google products.
• Knowledge of pivot tables in excel is an asset
• Ability to graph data and interpret data for reporting purposes.
• Ability to identify trends by product or part and report them accordingly.
• Working knowledge of BAAN system.
• Knowledge of 5 Why, 8D, Fishbone diagram would be beneficial.
• Ability to work overtime as required.

The expected base salary range for this position will be $51,680.00 - $64,600.00. Final base salary offers will reflect an assessment of the selected candidate's skills, demonstrated competencies, and adherence to our internal pay equity framework.

Teknion is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.