Customer Service Technician

Rice Lake Weighing Systems; Town of Rice Lake (WI); On-site; USD 38,000 - 56,000; Full time

Job summary

Rice Lake Weighing Systems, based in northwestern Wisconsin, seeks a Customer Service Technician to provide world-class technical support to customers via phone, email, and web chat. The role includes troubleshooting, installation assistance, and cross-department collaboration.

The position requires an Associate’s Degree in a technical field or equivalent experience, with emphasis on electronics and customer service. Occasional travel and a flexible weekday schedule are expected.

Qualifications

• Associate’s Degree in a technical field or 1+ years of electronics troubleshooting experience.
• 1+ years of electronic weighing equipment experience is a plus.
• 1+ years of customer service experience; phone-based service experience is a plus.
• Strong interpersonal skills: influencing, resolving conflict, creative problem-solving.
• Ability to work well under pressure and maintain professionalism in demanding situations.
• Self-motivated, confident, dependable, and with solid follow-up skills.
• Excellent organizational and computer/keyboarding skills.
• Strong math skills for discounts and percentages.
• Excellent verbal and written communication.
• Ability to multitask and access information across departments.
• Responsive to customer needs in a timely, value-added manner.
• Professional telephone presence and timely customer responses.
• Valid Driver’s License

Responsibilities

• Assist customers with product problems in the field via telephone, email, or web chat; help with installation and troubleshooting.
• Enter customer calls into CASE documentation system and support department goals.
• Assist supervisor and other departments with technical information, troubleshooting, and setup of equipment.
• Locate and procure parts or tools to improve department productivity.
• Follow safety rules and maintain a safe work environment.
• Participate in meetings and training to increase product or electrical knowledge.

Skills

Electronics troubleshooting

Customer service

Phone support

Problem solving

Communication skills

Driver's license

Weighing equipment experience

Education

Associate’s Degree in a Technical field

Tools

CASE documentation system

Job description

For 80 years Rice Lake Weighing Systems has been a successful, growth-oriented company known as a leader in the weighing industry and our community. Located in scenic northwestern Wisconsin just 90 miles from Minneapolis, RLWS offers big city careers in a small-town atmosphere. We are currently seeking a Customer Service Technician to join our team!
At RLWS, the Customer Service Technician will courteously and professionally represent Rice Lake Weighing Systems by identifying the customer's needs, handling that need with a total understanding of Rice Lake Weighing Systems' policy, procedure, departments and systems, and by exceeding the customer expectations in all inquiries and orders. The position will provide world class customer service and technical support to customers via telephone, email, and web chat.
Position has a flexible work week which will be scheduled anywhere between the hours of 6:30am to 6:30pm on weekdays and occasional Saturday mornings. The position will also include occasional overnight travel.

Key Responsibilities Include

• Assists customers with product problems in the field via the telephone, email, or web chat; Includes assisting with installation, de-bugging and other service-related questions. Enters customer calls into CASE documentation system. Assist Supervisor in the accomplishment of department goals and objectives. Assist other departments with technical information, troubleshooting techniques, telephone support, and setting up equipment. Evaluate and perform customer driven request. Assist the Supervisor in locating and procuring parts, tools, or other aids to improve the department’s productivity. Adhere to all safety rules and guidelines to ensure a safe and healthy working environment. May participate at meetings as the department representative. Participates in training programs to increase overall product or electrical knowledge.

Qualified Applicants Will Have

• An Associate’s Degree in a Technical field (i.e. computers, electronics), or one (1) or more years of equivalent electronics troubleshooting experience.
• One (1) or more years of electronic weighing equipment experience is a plus
• One (1) or more years of customer service experience; experience in phone-based service setting is a plus.
• High level of interpersonal skills: influencing, resolving conflict, and creative problem-solving skills
• Must work well under pressure and maintain professionalism during demanding situations
• Must be self-motivated, confident, highly dependable, and have solid follow- up skills
• Excellent organizational skills and computer & keyboarding skills
• Strong math skills to calculate figures and amounts such as discounts, percentages
• Exceptional verbal and written communication
• Ability to interact with other departments to gain access to necessary information and be able to multitask
• Ability to respond to needs of customers in a timely and value-added manner
• Professional telephone presence and ability to respond to customers in a timely and value-added manner
• Valid Driver’s License

RLWS is a successful, energetic, customer-driven organization that offers competitive wages, great working conditions, medical, dental, vision, flexible spending, disability, life, vacation, sick time, holidays, 401k, 401k matching and wellness benefit programs.

Rice Lake Weighing Systems is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Rice Lake Weighing Systems is a Substance-Free Workplace and requires pre-employment and for-cause drug screens.