Service Support Agent

Johnson Health Tech North America; BLOOMINGTON (MN); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health & Dental Insurance

Company-paid Life Insurance

401(k) Plan with contributions

Generous Paid Time Off

Exclusive Product Discounts

Wellness Programs and more

Job summary

Johnson Health Tech North America seeks a Service Support Agent to coordinate with customers and technicians to schedule visits and manage warranty confirmations. You will keep customers updated on status and create invoices when work is completed.

Work closely with accounts receivable to ensure warranty revenue is collected and coordinate with 3rd party providers where Johnson technicians are unavailable.

Qualifications

• High school degree or equivalent.
• 1–2 years of customer service and/or scheduling experience.
• Advanced Microsoft Excel, Word, and Outlook skills.

Responsibilities

• Coordinate with customers and service technicians to schedule visits.
• Confirm manufacturer warranties and inform customers of status.
• Create invoices when work is completed and assist AR with warranty revenue collection.
• Coordinate with 3rd party service providers in regions without Johnson technicians.
• Establish service priorities and schedule accordingly.
• Maintain positive relationships with customers and key accounts.

Skills

Customer Service

Scheduling

Communication

Problem Solving

Teamwork

Education

High School Diploma or Equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Position Overview

Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we don’t have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.

Job Type

Full-time

Description

Under the direction of the Service Support Supervisor, the Service Support Agent is responsible for coordinating with customers and Service Technicians to schedule service visits (and working closely with supporting 3rd party service providers in regions we don’t have Johnson employed service technicians.). This position will confirm manufacturer warranties while keeping customers updated on the status of their service request and creating invoices when work has been completed. The Service Support agent will work closely with finance accounts receivable team to ensure warranty revenue is collected from the manufactures accurately.

Responsibilities

Customer Service

• Establish service, maintenance, contract call priorities and schedule accordingly.
• Establish positive long-term relationships with customers and key members of commercial establishments
• Assist customers on the phone, via email, and walk-ins(possibly live calls)
• Assist the retail sales in resolving customer or store issues
• Ensure that inventory is in stock before scheduling the service call and assist in ordering parts
• Ensure that direct customer relationships are positive, productive and profitable

Service Support

• Prepare reports as requested
• Take all reasonable steps possible to minimize the amount of non-billable Service Technician time
• Maintain cooperative working relationships with all company employees
• Assist in the collections process for commercial and retail work performed by the service department
• Ensure that we get the correct manufacturer warranty approvals before performing service work.
• Ensuring we invoice the correct parties, (customer, manufacturer warranty or extended warranties).
• Support Accounts receivable - aging reports for manufacture warranties and Commercial customers.
• Forwarding service request to 3rd Party Service Providers, where we don’t have Johnson Service technicians.
• Miscellaneous office administrative duties
• Additional duties assigned as needed
• Coordinate activities with staff to ensure quality customer service is provided within prescribed time and budgets
• Keep the Service supervisor informed as to all pertinent factors affecting the assigned responsibilities

Requirements

Education

• High school degree or equivalent required

Experience

• 1 – 2 years of customer service and or scheduling experience preferred

Other Requirements

• Advanced Microsoft Excel, Word, and Outlook skills necessary

Benefits

We offer a competitive compensation package along with outstanding benefits and growth opportunities, including:

• Health & Dental Insurance
• Company-paid Life Insurance
• 401(k) Plan with company contributions
• Generous Paid Time Off
• Exclusive Product Discounts
• Wellness Programs and more

Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.