Job description

Summary:

The Service Department Rep facilitates return authorizations for paid repair, warranty, restocks, and international service requests. They will manage the process with the customer and /or sales from Return Good Authorization (RGA) Issuance to RGA Close. They will work directly with customers, communicate necessary information, and work cross-functionally with other departments to service our customers.

Description:

• Follow NORD safety rules and PPE requirements
• Report safety concerns to management
• Issue refund/replacement/repair forms for product returns
• Create estimates & quotes as required for paid repairs.
• Facilitate process with the customer and/or sales from repair/replace issuance to close.
• Product reconfiguration ensuring unit is repaired to customer specification.
• Enter orders and prepare shop packets for service repairs.
• Schedule and release service orders for production.
• Process credit card transactions as required.
• Invoice & credit inspection fee per process.
• Facilitate International Service Request (ISR) requests in assigned territories.
• Work with Service Manager on service requests when shop or field service support is required.
• Update/Maintain International Service Requests
• Involve Service Manager as needed for technical assistance.
• Research and write Quality Notations
• Issue credits as required.
• Provide weekly updates on SAP reports: Hold Report, Open Report, etc.
• Data entry for reports used by Aftermarket Business Manager – Corona, Charlotte
• Identify opportunities for continual improvements impacting safety, process flow & efficiency.

Qualifications:

• Education: High School Diploma or equivalent required. Associates degree in a mechanical field preferred.
• Experience: 2-3 years experience in Sales/Customer Service
• Skills and Key Attributes: Customer-focused, detail-oriented, strong mechanical aptitude, strong written and verbal communication, and ability to use Microsoft Office – Excel, Word, & Outlook.
• Physical Requirements: Ability to work at a desk for up to 8 hours per day. Ability to lift up to 50lbs.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Waunakee, WI 53597: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer Support & Client Services Occupations: 2 years (Preferred)

Work Location: One location

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