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Service Support Representative

Mindlance Carlsbad, CA
  • Expired: over a month ago. Applications are no longer accepted.
Service Support Representative
Position Summary: Service Support Representative will be an office based position that will work direct with external customer and internal customers to manage service request. Candidate will provide phone and email support for customers and engineers to correctly process service request. Candidate will also be responsible for data entry into our CRM system to ensure equipment records are correctly processed. Key Responsibilities: • Acts as contact point for customers/partners and ensure timely resolution and satisfactory outcome for customer questions and requests. • Ensures collation and collaboration of information and accurate, timely response to Public and Private Tender invitations with Service Operations Offices. • Co-ordinates with internal departments (GSS, Customer Care & Finance) to provide relevant information and input for all Service Contract Business. • Ensures data integrity in SAP. • Responsible for processing customer repair request, transfer of customer request to Tech Support, Technical Engineering Center and FSE's and FAS as requested. • Participates in Service up selling programs (FLIP) • Works together with Regional Managers and Team Leaders to get queries solved. • As required, ensures accurate and timely delivery of parts/tools maintains partner Service Levels and monitors and provides feedback on quality issues. Frequent Contacts: Internal • Communicates with Team Leader (resp. Manager or Supervisor) on a daily basis, Sales and other sections as required. External • Both verbally and in writing, at all levels, with the Division's customers. Minimum Requirements/Qualifications: • Basic Knowledge of SAP or equivalent CRM tool. • Strong communication skills (Written and verbal) • Good Understanding of a service business and customer experience. • Computer literate - 'Microsoft Office' - Word/Excel/PowerPoint. • Must possess excellent administration skills, organisational aptitude and the ability to plan and time manage various tasks. • Experience in a customer contact/order administration role, preferably in a fast changing sales environment. In addition, must be able to work as part of a team. • Experience in a customer contact/order administration role a plus • In addition, must be able to work as part of a Team.



Carlsbad, CA
92008 USA