Field Quality 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

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