Technical Service & Repair Specialist

TTI Group; Dallas, Northern (TX, KY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Milwaukee Tool is seeking highly motivated service representatives for our Factory Service Centers to deliver exceptional customer support and ensure safe, efficient operations for the Milwaukee Tool product line. You will work under the Branch Manager, focus on servicing equipment, and build technical expertise while promoting a customer-centric culture.

The role emphasizes quality, safety, and continuous improvement, with daily duties spanning parts tracking, order fulfillment, and

Qualifications

• Requires an education equivalent to a high school diploma or GED.
• 1-3 years of experience in a customer service position is preferred.
• Preferred proficiency in using various hand and power tools, diagnostic equipment, and software.
• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Must possess practical business communication skills and the ability to understand the local branch market.
• Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.
• Excellent interpersonal, communication, and customer service skills for dealing with end users and customers.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Proficiency in English, written and verbal.
• Bilingual (English/Spanish) a plus.
• Must be proficient in computer skills and Microsoft Office applications.
• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)

Responsibilities

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team.
• Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.
• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.
• Apply problem-solving skills to address issues and provide timely solutions.
• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.
• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.
• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.
• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.
• Act as a liaison between Service branches and our end users.
• Respond to user inquiries and requests while assisting with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions.
• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns.
• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.

Skills

Customer service

Communication skills

Problem solving

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Hand tools

Diagnostic equipment

Software

Job description

Milwaukee Tool is seeking highly motivated service representatives for our Factory Service Centers to deliver exceptional customer support and ensure safe, efficient operations for the Milwaukee Tool product line. You will work under the Branch Manager, focus on servicing equipment, and build technical expertise while promoting a customer-centric culture.

The role emphasizes quality, safety, and continuous improvement, with daily duties spanning parts tracking, order fulfillment, and