Job Description
Job Description
YOUR BENEFITS
Our benefit package includes:
- Starting at 4 weeks PTO per year
- 401(k) and a company match
- Profit Sharing Medical + Company HSA contribution
- Wellness Program
- Dental
- Vision
- Life Insurance
- Disability
- 6 Weeks Parental Leave
- Long term care insurance
- Tuition reimbursement
- Employee Resource Groups
- On-Site Café
- On-Site Gym
Pay: $58,000-70,000 + profit sharing
Position Objective:
Assist all end-users, distributors, dealers and sales reps on the operation, troubleshooting and resolving of in-field technical service of all products sold through the Contractor market channel.
Responsibilities:
- Effectively and efficiently responds to a high volume of Customer Contact that may include phone calls, emails, chat and other forms of customer communication to resolve basic technical and operational problems with end-users, distributors, dealers and sales reps.
- Uses Service Notifications (SAP) to resolve customer situations including creation of Warranty Orders, Return Orders, and QN’s (Quality Notifications) to assist in quality reporting.
- Knowledgeable of Titan Technical Service programs and supports Titan Authorized Service Centers with troubleshooting and repair of Titan equipment.
- Support Continuous Improvement by promoting Customer Centricity, is a customer advocate, and pushes for 100% customer satisfaction.
- Other duties as assigned.
Relationship To Others:
95% of all communication is with end users, distributors, dealers, sales reps, and Customer Service team. May also be in contact with Engineering, Product Management, Manufacturing, Quality and Sales.
Dimensions of Position:
Has authority and responsibility to determine if a unit or part is under warranty. Authorizes the repair or replacement of defective part or unit. Communicates failures to Quality for corrective action.
Qualifications:
Education and Experience
- Associate’s degree in a mechanical field or related field; and 3 years’ experience in technical service roles or equipment service, troubleshooting, or repair; or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources.
Preferred Qualifications:
- Bilingual in Spanish
Knowledge, Skills, and Abilities
- Customer Centric Thinking
- Excellent Time Management skills
- Bilingual Skills (Spanish)
- Requires basic computer skills including Microsoft Word, Excel, and PowerPoint.
- Must communicate effectively in writing and verbally. Proficient at talking to others to convey information effectively.
- Requires active listening, speaking, and multitasking skills.
- Must be service oriented with the willingness to actively look for ways to help people.
- A good mechanical aptitude is important combined with visualizing skills.
- Occasional travel may be required.
- Live our Values of: Open, Cooperative, Accountable, Progressive, and Customer Centric.
Working Conditions
Work is performed in a standard or home office environment which requires lifting and carrying objects up to 50 pounds frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and phone usage. This position is hybrid, averaging 2 days per week in the office.