Job Description
Job DescriptionSalary:
Since 2002, Quality Power Solutions (QPS) has provided end-to-end mission critical power solutions, including expert design, installation and maintenance of UPS systems and generators. QPS works with clients nationwide, and we maintain our Midwestern values by focusing on service, delivery, consistent performance, and the education of our customers on the many aspects of critical power. Our goal is being our customers trusted experts, so they dont have to worry about critical power and can focus on what they do best. QPS keeps backup power systems running smoothly, so business can power forward.
SUMMARY/Primary Function
The main function of this role is to ensure a smooth transition between the sales process and scheduling while maintaining strong customer relationships. The service support specialist works with internal and external resources to efficiently execute various service activities and exceed customer expectations. Effective utilization of technical resources through proper scheduling and matching of techs skills to customer needs. The individual will also be coordinating schedules and activities, tracking progress and results of service activities, and responding to customer emergencies. The position requires excellent communication skills, strong attention to detail and organizational skills, knowledge of CRM software and standard Microsoft applications.
Principle Job Duties
- Dispatch technical resources by matching skill sets of Technicians to customers individual needs, to include remote partners
- Schedule technicians time effectively to minimize travel, repeat calls, and allowance of ample time to complete the job specifications
- Manage Emergency/Tech Support calls as they occur
- Properly coordinate traffic of post-sale work tickets
- Manage projects for product sales and other services
- Create all work orders in a timely matter and get to the Technicians timely in advance of the scheduled service
- Process field service reports and communicate results with the customer
- Manage site specific training schedule in advance of the customer job
- Manage other fleet/technician resources
- Manage warranty claims
- Manage direct OEM services
- Ensure client records and tickets are accurately and timely updated with proper field service records, linked within database
- Responsible for parts and battery procurement functions as they relate to timing of deliveries and stock orders
- All other duties as assigned
QUALIFICATIONS
To perform this role successfully, an individual must be able to perform each essential additional responsibility/duty satisfactorily and have a consistent history of a high-performance track record. The requirements listed are representative of the knowledge, skill, and/or ability required.
Preferred Education and Experience
3-5 years of experience in a professional environment preferred.
Training in Customer Service, Logistics, and/or Business Administration preferred
Ability to type 65 WPM and proficiently use Microsoft Office: Word, Excel, PowerPoint.
Experience with CRM software preferred and able to learn and use other software as needed.
Experience in critical power equipment sales/service is not required but is a plus.
Knowledge, Skillset & Abilities
- Conveys essential information clearly and concisely, both in writing and verbally. Uses active listening skills while sharing information.
- Demonstrate ability to handle multiple projects and priorities yet be responsive to changes in those priorities (ability to multitask and prioritize).
- Demonstrate effective analytical skills and complex problem-solving abilities to handle both routine and complex situations.
- Possess good attention to detail and the ability to comprehend basic scheduling and customer service concepts.
- Commitment to provide consistent and quality customer service; willing to go above and beyond to make sure all loose ends are tied up, even after business hours if necessary, to meet the needs of the customer.
- High degree of personal responsibility, work with a sense of pride and urgency to meet commitments and deadlines.
- Ability to operate effectively both as part of a team and to work independently.
- Has a positive attitude, is a team player, is ambitious and adaptable to feedback and change.
- Ability to anticipate surprises, accept change, act on change, and understand overall impact of the operational needs for a project, process, or task.
Physical Demands
- Ability to communicate in an active office environment, virtually, through email and telephone.
- Ability to efficiently operate all job-related office equipment (telephone, computer, calculator, fax, copier, etc.).
- Ability to sit for 80% or more of an 8-hour workday.
- Ability to read and view computer screen.