Product Service Representative

MAT Holdings, Inc.; Jackson (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid Time Off (PTO)

401k Retirement Plan + Company Match

Wellness Programs

Health Savings Account (HSA)

401k Match

Career Development

Wellness Programs

HSA/FSA

Life/AD&D

Job summary

A leading manufacturer of air products is seeking a dedicated Product Service Representative. In this role, you will provide exceptional product and technical assistance to customers through phone, email, and chat. Your strong mechanical aptitude and experience with the SAP system will enable you to effectively troubleshoot issues and offer timely solutions. Ongoing training and collaboration with cross-functional teams are essential to ensure high levels of customer satisfaction. The ideal candidate will enjoy solving problems and demonstrate strong communication skills.

Qualifications

• Experience with Microsoft products.
• Familiarity with compressors and engines.
• Enjoys solving problems with strong communication skills.

Responsibilities

• Provide comprehensive product assistance via phone, email, and chat.
• Troubleshoot issues and offer solutions to customers.
• Utilize SAP to manage customer information and service records.
• Maintain a professional demeanor while solving customer problems.
• Collaborate with departments to resolve complex inquiries.
• Participate in training to enhance product knowledge.
• Collect feedback for product improvements.
• Achieve and maintain performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
• Assist in identifying trends in customer inquiries and provide feedback for product improvements.
• Maintain accurate and detailed records of all customer interactions and follow‑ups.
• Provide bilingual support preferred in Spanish, to cater to a diverse customer base.
• Contribute to the development of FAQs and knowledge base articles to improve self‑service options for customers.
• Adhere to company policies, procedures, and quality standards in all customer interactions.
• Participate in team meetings and contribute ideas for improving customer service processes and efficiency.

Skills

Problem solving

Verbal communication

Written communication

Mechanical aptitude

Tools

SAP system

Microsoft products

Job description

We are currently hiring a Product Service Representative

Secure your spot with us and earn a $1,000.00 Sign-On Bonus as our way of saying 'Welcome to the MAT team'!

MAT Industries, Inc. a proud member of MAT Holdings Inc., is a leading manufacturer of air compressors and air brake tanks located at 213 Industrial Dr., Jackson, TN 38301. World class domestic manufacturing facilities allow MAT Industries to offer high quality air compressors, air tools, and accessories to retailers under brands such as Powermate®, Industrial Air®, Industrial Air Contractor®, and Sanborn® as well as private label. Our air compressors are sold through retailers including major home centers, hardware co-ops, independents, and farm and fleet stores around the US.

Benefits

• MAT Holdings Inc. and its subsidiaries offer a complete benefits package that includes medical, dental, vision, and disability insurance after 60 days of employment
• Paid Time Off (PTO), including paid vacation, sick days, and paid holidays
• 401k Retirement Plan + Company Match
• Career Advancement Program, training and development
• Wellness Programs, including fitness reimbursements and mental health support
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Voluntary Life / AD&D, Employer Provided Life/AD&D
• and More

Job Description

Job Summary

We are seeking a dedicated Product Service Representative to provide exceptional product and technical assistance to our customers through various channels, including phone, email, and chat. The ideal candidate will possess strong mechanical aptitude and a deep understanding of our products, allowing them to effectively troubleshoot issues and offer timely solutions. This role involves utilizing the SAP system to manage customer information and service records while maintaining a professional and patient demeanor during interactions.

The Product Service Representative will collaborate with cross‑functional teams to address complex inquiries and ensure high levels of customer satisfaction. Ongoing training and development are essential to stay current with product knowledge and company policies. The position requires the ability to identify trends in customer feedback, contribute to knowledge base articles, and provide bilingual support in Spanish if applicable. The successful candidate will be committed to achieving performance metrics, adhering to company standards, and actively participating in team initiatives to enhance overall service efficiency.

Responsibilities

• Provide comprehensive product and technical assistance to customers via phone, email, and chat.
• Handle customer inquiries, troubleshoot issues, and offer solutions in a timely and professional manner.
• Utilize SAP system to access and update customer information, order details, and service records.
• Demonstrate strong mechanical aptitude to understand and explain product features and functionality.
• Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems.
• Collaborate with other departments to escape complex issues and ensure customer satisfaction.
• Stay up-to-date with product knowledge, technical specifications, and company policies.
• Achieve and maintain performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
• Assist in identifying trends in customer inquiries and provide feedback for product improvements.
• Maintain accurate and detailed records of all customer interactions and follow‑ups.
• Provide bilingual support preferred in Spanish, to cater to a diverse customer base.
• Contribute to the development of FAQs and knowledge base articles to improve self‑service options for customers.
• Adhere to company policies, procedures, and quality standards in all customer interactions.
• Participate in team meetings and contribute ideas for improving customer service processes and efficiency.

Qualifications

• Experience with Microsoft products
• Familiar with compressors and engines.
• Enjoys solving problems and possesses good verbal and written communication skills.

All your information will be kept confidential according to EEO guidelines.