Technician, Service

Global Industrial; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player seeks a dedicated professional to oversee vendor management and ensure compliance with service level agreements. In this dynamic role, you will engage with service providers and customers to resolve issues, track performance metrics, and maintain strong relationships. Your ability to analyze data and communicate effectively will be crucial in driving improvements and ensuring customer satisfaction. Join a forward-thinking company that values collaboration and innovation, and make a significant impact in enhancing service delivery across North America.

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.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.

Responsibilities

• Monitor compliance with service level agreements (SLAs).
• Track key performance indicators (KPIs) and conduct performance reviews.
• Engage customers to troubleshoot non-functioning products.

Skills

Effective communication skills

Data analysis skills

Problem-solving abilities

Project management

Relationship management

Education

Bachelor's degree

10+ years of experience in a related field

Tools

Microsoft Office Suite

Excel

PowerPoint

Job description

Global Industrial

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 sold through our website, corporate sales team, and full-color catalogs. We continuously expand our product offerings to meet the diverse and changing needs of our customers, which include small to large corporations, institutions, government agencies, and consumers across North America.

Key Responsibilities

• Monitor compliance with service level agreements (SLAs) and ensure proper contract execution.
• Track key performance indicators (KPIs) of service providers, identify areas for improvement, and conduct regular performance reviews.
• Investigate and resolve service-related issues, escalating concerns when necessary.
• Maintain regular communication with service providers, provide updates on business needs, and address concerns.
• Engage customers to perform troubleshooting for non-functioning products and issue replacement parts when applicable.
• Liaise with service providers to resolve customer service issues.
• Collaborate cross-functionally with Sales, Customer Service, Product Development, and Product Management to resolve customer issues.
• Perform post-service follow-up calls to ensure customer satisfaction.
• Conduct service provider site visits as required.

Competencies and Skills

Required Skills:

• Effective verbal and written communication skills with internal teams and external vendors.
• Strong data analysis skills to track and interpret performance metrics.
• Problem-solving abilities 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 a related role.
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind 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 absence, compensation, and training.