Customer Experience Lead – Industrial Repairs

Integrated Power Services; Indiana (PA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

PTO

401k Match

Bonus Incentives

Tuition Reimbursement

Medical/Dental/Vision

EAP

Job summary

Integrated Power Services in the United States is seeking a Customer Service Representative to be the primary contact for customers throughout their repair journey—from receipt and quoting to repair and delivery.

You will develop quotations, review orders for accuracy, mediate issues, collaborate with the repair shop, and maintain proactive communication to ensure on-time invoicing and exceptional customer experiences.

Qualifications

• Technical background in electrical and/or mechanical products preferred.
• 3+ years of customer service experience in an industrial environment or equivalent education.
• Excellent interpersonal skills, with the ability to build rapport with customers.
• Strong attention to detail.
• Exceptional communication skills, both verbal and written.
• Ability to understand and retain job-related training.
• Flexibility with hours, including after hours and weekend on-call rotation.

Responsibilities

• Develop and present quotations, technical, and commercial proposals to customers.
• Review customer purchase orders for accuracy and compliance with quotations.
• Mediate critical issues and provide solutions for customer concerns.
• Ensure all customer requirements, such as inspections, data collection, and material delivery, are met.
• Collaborate with the repair shop to determine the most efficient pricing for repairs.
• Analyze mechanic tear-down sheets to provide competitive pricing while maximizing margins for the service center.
• Assess parts requested by mechanics for cost-effectiveness, obtaining quotes on non-stock parts from manufacturers as needed.
• Utilize in-house resources and subject matter experts for assistance.
• Estimate labor hours and material pricing for quotes, considering whether replacement is a more economical option.
• Drive improvements in key customer-facing metrics: Time to Quote, Approval to Ship, and Ship to Invoice.
• Research historical pricing and leverage the ReValue tool to establish competitive pricing for repair jobs.
• Monitor job progress and maintain regular communication with customers about the status of their repair projects, providing updates and requesting information as needed.
• Compile paperwork upon job completion and submit to the accounting department promptly for invoicing.
• Perform other duties as necessary to deliver an unmatched customer experience.
• Develop work plan based on technician inspection and notes, update online scheduling and work with the shop supervisors to process rebuild.

Skills

Electrical/Mechanical

Customer service

Interpersonal skills

Attention to detail

Communication

Training ability

Flexible hours

Job description

Integrated Power Services in the United States is seeking a Customer Service Representative to be the primary contact for customers throughout their repair journey—from receipt and quoting to repair and delivery.

You will develop quotations, review orders for accuracy, mediate issues, collaborate with the repair shop, and maintain proactive communication to ensure on-time invoicing and exceptional customer experiences.