Technical Service Advisor

Milwaukee; Brookfield (WI); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Technical Service Advisor, where you will be part of a passionate team dedicated to delivering exceptional customer support. In this role, you will provide troubleshooting and technical assistance for a wide range of products, ensuring customer satisfaction and loyalty. With a strong focus on communication and problem-solving, you will engage with customers to interpret their needs and deliver world-class service. This is an exciting opportunity to contribute to a dynamic team that values growth and development, making a significant impact in a fast-paced environment.

Qualifications

• 3+ years in Customer Service or Technical Support required.
• Fluent in English; Spanish proficiency desired.

Responsibilities

• Provide phone, email, and written support for products and services.
• Develop reference tools and maintain product knowledgebase.
• Coordinate product replacements and service adjustments.

Skills

Customer Service

Problem-solving

Technical Support

Mechanical Aptitude

Communication

Time Management

Multi-tasking

Organizational Skills

Software Troubleshooting

Power Tools Knowledge

Education

High School Diploma

Tools

CAD Software

Job description

Technical Service Advisor

Job Description:

Come be DISRUPTIVE with us! At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization - that's why we invest in an individual's growth and development from day one.

As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting, and technical support for our full range of products and services.

As a Milwaukee Technical Service Advisor, you will:

1. Join a team of associates motivated to deliver positive end user support experiences.
2. Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates.
3. Identify and implement tools & processes to drive support improvements.

Duties and Responsibilities:

1. Providing phone, email, and written support for Milwaukee products and services.
2. Developing reference tools and training in support of new product launches.
3. Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools.
4. Developing & maintaining product, service, and procedural reference files in a shared, digital library.
5. Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.
6. Coordinating no charge replacements, factory servicing, or other adjustments to drive customer satisfaction and retention.
7. Engaging appropriate personnel to address engineering application requirements and liability concerns.
8. Communicating concerns on defective parts, workmanship, or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff.
9. Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects.
10. Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements.

Education and Experience Requirements:

1. A great communicator that is focused on delivering a world-class customer care experience.
2. Excellent problem-solving skills with strong technical and mechanical aptitude.
3. Experience in providing mobile and software technical support and troubleshooting.
4. Knowledge of power tools, how they work, what they're used for, and how to troubleshoot & service.
5. Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries.
6. An ability to listen to customers, interpret their needs, and provide required support.
7. Excellent time management, multi-tasking, and organizational skills.
8. Exceptional service & support quality in a fast-paced environment.
9. Ability to use a variety of software tools to research, reference, and resolve inquiries.
10. 3+ years of experience in Customer Service, Technical Support, or related field.
11. High school diploma or equivalent education.
12. Fluent in English (proficiency in Spanish desired).
13. Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, etc.).

Milwaukee Tool is an equal opportunity employer.