Service Support Representative II

Altec; San Antonio (TX); On-site; USD 58,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental and Prescription Drug 

Retirement 401(k) Program

Vacation and Holidays

Flexible Spending Accounts

Tuition Assistance Program

Employee Assistance and Mental Health

Life Insurance, Accidental Death and D

Job summary

Altec is seeking a Service Support professional at the San Antonio, TX Service Center to provide exceptional customer support across Administrative, Inventory, Parts and Estimating functions. You will respond to inquiries, process Service Requests, and help ensure accurate billing, timely updates, and proactive issue resolution with internal teams and customers.

Ideal candidates bring 3+ years in a customer-service role within manufactured products or related field, strong MS Word/Excel skills,

Qualifications

• Three years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function.
• Bachelor’s Degree and One year's experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function.

Responsibilities

• Performs specific customer requirements for the opening and closing of Service Requests.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.
• Resolves problems with strong analytical and administrative abilities.
• Uses analytical information to identify Service Request, Installed Base, or payments errors to facilitate continuous improvement.
• Resolves up to level 3 and 4 Installed Base related updates with minimal assistance.
• Effectively represents Team Altec; communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.

Skills

Customer Service

Problem Solving

Attention to detail

Team player

Multitasking

Microsoft Word

Microsoft Excel

Education

High School Diploma or GED

Bachelor's Degree

Job description

Why Join Altec?

This position is located at the San Antonio, TX Service Center.

Purpose of Position

Responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

Major Responsibilities

Administrative Service Support

• Performs specific customer requirements for the opening and closing of Service Requests.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.
• Resolves problems with strong analytical and administrative abilities. Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment.
• Uses analytical information to identity Service Request, Installed Base, or payments errors to facilitate continuous improvement.
• Resolves up to level 3 and 4 Installed Base related updates with minimal assistance.
• Effectively represents Team Altec; Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer.

Inventory Service Support

• Assists Supervisors and Technicians with the scheduling of required inventory actions.
• Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
• Creates and/or maintains reports for Inventory control including but not limited to: Debrief errors, Items NOLOC, expected receipts (parts not received to PCD after shipping label creation).
• Conducts parts follow up per established standards.
• Conducts review of Service Requests in Pending status in order to identify and resolve parts handling errors.
• Attends and/or conducts peer to peer training as directed by supervision.
• Attends formal training as may be required.

Parts Service Support

• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Conducts the P.O. process within established Altec standards and provides accountability as required.
• Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
• Creates and manages Purchase Orders and Invoices in support of day to day operations per established standards under the direction of Supervision.
• Conducts and assists with parts look up escalations.
• Conducts Parts set up as required for first time parts orders and escalates as required for timely resolution.
• Attends and/or conducts peer to peer training as appropriate.
• Attends formal training as directed by Supervision.

ADP Service Support

• Conducts parts order entry, form entry as directed per established standards.
• Determines correct billing requirements to fulfill requests accurately and timely.
• Researches parts accurately and consistently per established standards.
• Reconciles requests for parts order follow up and escalates as required.
• Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
• Acts as Customer Champion by providing dedicated support and order status reports directly to key customer contacts and account managers.
• Attends and/or conducts peer to peer training as appropriate.
• Builds a relationship with customers based on respect and service, with professionalism and using proper etiquette.

Estimating Service Support

• Develops accurate Service Estimates using established processes.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
• Creates Estimate requests in support of Mobile Global Process through the use of Edit Sheets and supporting documentation as supplied by estimate requestor.
• Creates Minor/Standard Global Estimates using Unit Condition Reports (UCR) with assistance and/or oversight from Peers and/or Supervision.
• Creates Standard Estimates for Shop and Mobile Service to include Canada with assistance and/or oversight from Peers and/or Supervision.
• Attends Peer to Peer and/or Formal training in order to build and maintain product knowledge and develop skills required to assist with more difficulty task and questions as may arise.
• All other duties as assigned.

Education, Experience, and Skills Required

• High School Diploma or GED required and
• Three years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

Or

• Bachelor’s Degree and
• One years’ experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function
• Experience Administrative Support role preferred
• Must have demonstrated experience of providing high volume levels of customer support
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment

$58,000-$62,000/year depending on skill and experience

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development – Teamwork

Benefits

• Medical, Dental and Prescription Drug Program
• Retirement 401(k) Program
• Vacation and Holidays
• Flexible Spending Accounts
• Tuition Assistance Program
• Employee Assistance and Mental Health/Substance Abuse Program
• Life Insurance, Accidental Death and Dismemberment Insurance

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.