Customer Service Technician

Mokon; Buffalo (NY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Job summary

Mokon in Buffalo, NY is seeking a customer service technician to provide technical support to customers and representatives and perform repairs on systems in the factory or field. You will assist with start-up, troubleshooting, and training while handling warranty claims and part pricing.

Responsibilities include coordinating service centers for nationwide coverage, training sales staff on customer service, and acting as a backup to Service personnel in line with ISO 9001 work instructions.

Qualifications

• A 2 year technical degree and/or training
• Or equivalent combination of education and experience
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required

Responsibilities

• Perform repair work and preventative maintenance on systems and equipment in the factory and in the field.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble-shooting purposes, or training classes.
• Define warranty claims and provide customer with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Assist with the return authorization of units and parts. Track system issues in field and report through RM log.
• Assist the Service Manager set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Provide customer service training to sales representatives.

Skills

Customer service

Troubleshooting

Technical support

Communication skills

Education

2-year technical degree or training

Tools

MS Excel

MS Word

MS Access

PowerPoint

Outlook

Job description

Provide customer service technical support to customers and representatives and repairs relative to systems in the factory or the field by performing the following duties:

Essential Duties and Responsibilities

• Perform repair work and preventative maintenance on systems and equipment in the factory and in the field.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble-shooting purposes, or training classes.
• Define warranty claims and provide customer with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Assist with the return authorization of units and parts. Track system issues in field (warranty/defects) and report through RM log. Process damage claims for all freight damage to systems.
• Assist the Service Manager set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Provide customer service training to sales representatives.
• Act as back-up to Customer Service Technician and/or Manager.
• Adhere to work instructions and SOP’s in accordance with ISO 9001.

Other duties may be assigned.

Education / Experience

• A 2 year technical degree and/or training
• Or equivalent combination of education and experience
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required

Mokon Employees

Employees must meet the following criteria to be eligible to apply for open positions:

• At least six (6) months of service with the company
• At least six (6) months in their current position
• No record of disciplinary action within the past six (6) months
• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule

• Full-time · 40 hours per week
• Monday to Friday

Work Location: Buffalo, NY 14207: Reliably commute or planning to relocate before starting work (Required)