Technical Service Rep I

Nilfisk; Plymouth (MA); On-site; USD 50,000 - 80,000; Full time

Job summary

Nilfisk is seeking a technical services specialist to provide first-contact technical support, troubleshoot product questions, and assist with installations and product developments. The role emphasizes quality assurance, warranty administration, and customer satisfaction.

The ideal candidate has an associate degree in a technical field or related experience, plus at least two years in technical services, quality control, or customer service, with strong communication skills and a customer-first

Qualifications

• Associate’s degree in a technical field or equivalent real-world experience.
• Minimum of 2 years in Technical Services, Quality Control or Customer Service.
• Strong understanding of customer service principles and ability to resolve issues.

Responsibilities

• Respond to technical and troubleshooting questions via phone and email from customers, end users and district managers.
• Assist field installations by phone and support product management with special projects.
• Provide comprehensive information to diagnose and resolve product inquiries and complaints to achieve customer satisfaction.
• Act as liaison for quality assurance questions and expedite open issues.

Education

Associate’s degree in a technical field

Tools

MS Outlook

Word

Excel

ERP

CRM

Job description

Job Description

Provides technical assistance, troubleshooting and support for Customers, End Users and District Sales Managers. Responds to customer phone calls regarding technical and troubleshooting questions, as well as product related questions, warranty and repair issues. Responsible for being the first contact for quality assurance and complaint calls and disseminate them to the proper channel to ensure timely resolution. Ensuring that professional customer service is delivered, and high customer satisfaction is achieved. Must have the ability to provide technical support for customer and prospect inquiries and when necessary, escalating technical support assistance and resolutions as required. Ensuring customer technical inquiries and issues are resolved professionally and within established company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Responsibility: 70%

1. Technical Support:

• Answer internal and external technical/troubleshooting/product/repair/warranty/quality related telephone calls and emails coming into the Customer Service department and respond to inquiries as required.

• Assist District Managers with field installations by phone.

• Assist Product Manager and Applications Engineer with special projects and product developments.

• Provide customers with information to solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.

• Promote company products and goodwill to customers.

• Assists customer with understanding of the company’s policies and procedures.

• Provide value added level of customer service.

• Provide customers with comprehensive information to diagnose and solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction

Other responsibilities:

3. Quality Assurance and Warranty Administration: 15%

• Act as a liaison for all quality assurance questions and issues.

• Communicate and delegate quality related issues to designated person based on Quality Assurance flow chart.

• Ensure follow up and expedite open quality assurance issues as necessary.

• Capture data related to product performance / reliability or functional issues.

• Support corrective action process on product performance / reliability or functional issues..

• Provide updates on Instruction Manuals to Product Management.

• Assist with other customer service duties on an as needed basis.

MINIMUM REQUIREMENTS

EDUCATION:

Associate’s degree in a technical field, mechanical, electrical or automotive technology, or relative work experience.

EXPERIENCE:

Minimum of 2 years of related Technical Services, Quality Control or Customer Service experience.

KNOWLEDGE & PERSONAL ATTRIBUTES:

• Full understanding of customer service philosophy and procedures.

• Willingness to take ownership of inquiries and provide resolution.

• Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor.

• Ability to learn products and markets quickly.

• Ability to plan, organize, work independently, prioritize responsibilities and manage multiple tasks.

• Ability to analyze problems and solve work related issues.

• Excellent oral and written communication skills.

• Strong listening skills.

• High level of attention to detail.

• Demonstrated leadership ability.

• Ability to interact with all functional areas and all organizational levels.

• Able to represent the company to customers at all levels of management.

• Strong awareness of different etiquette and cultures in a business setting and willingness to learn.

• Good telephone manner to enhance relationships with customers.

• A team player who strives to support fellow Tech and Customer Service Representatives.

• Job involves working in front of computer screen.

COMPUTER SKILLS :

• Proficiency in use of MS Outlook, Word, and Excel. management program.

• Working knowledge of ERP and CRM . We will train to this.

• Capability to learn new software.

Let’s create a cleaner future together

Cleaning has emerged as a key contributor to health and safety, sparked by technology and innovation. At Nilfisk we are a driving force in this development. Being part of Nilfisk means thinking outside of the box, bringing your inspiring ideas to life, sharing the results, and learning from your setbacks. We believe that diversity is our greatest strength – as we achieve the best results from a wide variety of views and approaches. At Nilfisk, you have the freedom to be yourself and express your opinions. Nilfisk is firmly committed to growth and sustainability in everything we do. You will be empowered in your role as you collaborate with passionate colleagues on a quest to create a cleaner future.

Are you ready to make a change for a cleaner future?

About Nilfisk

Nilfisk is a world-leading provider of professional cleaning equipment and services, founded in Denmark in 1906. With approximately 4,500 employees across 45 countries and products sold in over 100 markets, we are committed to developing sustainable cleaning solutions that improve quality of life. We are a proud member of the United Nations Global Compact.

Benefits

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.

Pay Range $0.00-$240,384.62 per hour.

The estimated range indicates the expected hourly pay for this position. It does not include potential bonus incentives such annual or performance bonus’ as well as sales and sales related incentives, or overtime. The actual pay offered may vary based on several factors, including the applicant’s qualifications, relevant experience, unique skills, education level, certifications or licenses, differentials, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job’s location. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Job applicant FAQ

Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants.

Talent Acquisition Process

Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on Nilfisk Whistleblower website.

Nilfisk is an Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.