Technician, Service

Global Industrial Company; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance customer satisfaction and service delivery. This role involves monitoring service level agreements, analyzing performance metrics, and collaborating with cross-functional teams to address customer needs. The ideal candidate will possess strong communication skills, a knack for data analysis, and the ability to manage multiple projects effectively. Join a dynamic team that values innovation and strives to meet the evolving demands of its diverse clientele. If you are passionate about service excellence and enjoy working in a collaborative environment, this opportunity is for you.

Qualifications

• Bachelor's degree or 10+ years of experience in a related field required.
• 1-3 years of experience in vendor management or customer service.

Responsibilities

• Monitor compliance with service level agreements and contract execution.
• Track KPIs of service providers and identify areas for improvement.
• Engage customers for troubleshooting and issue resolution.

Skills

Effective communication

Data analysis

Issue resolution

Project management

Relationship building

Education

Bachelor's degree

10+ years of experience in a related field

Tools

Microsoft Office Suite

Excel

PowerPoint

Job description

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For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

• Monitoring compliance with service level agreements (SLAs), ensuring proper contract execution.
• Tracking key performance indicators (KPIs) of service providers, identifying areas for improvement, and initiating regular performance reviews.
• Investigating and resolving service-related issues, escalating concerns to appropriate parties when necessary.
• Maintaining regular communication with service providers, providing updates on business needs, and addressing any concerns
• Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable
• Liaise with Service Providers to solve customer service issues.
• Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues.
• Perform post service follow up calls to assure customer satisfaction
• Service Provider site visits as required

Competencies and skills

Required Skills:

• Ability to effectively communicate both verbally and in writing with internal teams and external vendors.
• Strong data analysis skills to track and interpret performance metrics.
• Ability to identify and resolve issues efficiently.
• Ability to manage multiple projects and deadlines simultaneously.
• Developing and maintaining positive relationships with service providers.

Qualifications:

• Bachelor's degree or 10+ years of experience in a related field.
• 1-3 years of experience in vendor management, customer service, or related role.
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.