Job Description:

Basic Function                                                                                                            

Act as primary contact for customers and sales representatives for product return, service, repair and problem resolution.

     

Essential Duties & Responsibilities

Communicate effectively with customers and sales representatives using phone, fax, voice mail, email, and other tools to fully understand customer’s application(s).Prepare quotations for repairs; issue Return Material Authorizations (RMA) as needed; prepare order information (verifying Purchase Order information to RMA information) for entry; assist with external service vendors or Brooks locations and expedite open repair orders.Processing Credit return, Warranty Replacement Orders, Credit Card information and review purchase orders in preparation for order processing.Establish if returned goods are repairable; determine feasibility of repair versus new equipment; and advise customer or sales representative of findings.Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate.Preparing for and participating in daily GEMBA meetings.Ability to size equipment to meet customer specifications.Keep current with technological and competitive developments and customer portal sites.Participate in root cause analysis when order discrepancies take place.Provide first level support for Brooks’ customers and representatives.Regular attendance and the ability to follow all safety procedures.Ability to work closely with others in a team environment.Support company continual improvement initiatives.Take directions from Team Lead and Management.Other duties as assigned.

Knowledge, Skills and Abilities

Excellent demonstrated customer service skills with the ability to maintain positive relationships through problem resolution.Ability to work independently with minimal supervision.Ability to get along with others in a team environment.Ability to multi-task and engage with multiple customers simultaneously while interacting with other internal departments.Ability to follow all safety procedures.

Education & Experience                                                                                              

Associate’s degree in technology or Technical Field, or minimum 2 years’ experience with industrial measurement and control preferred.Knowledge of Microsoft Windows, Excel, Word, Salesforce and MAPICS a plus.Minimum 1-2 years’ experience with specification and/or quotation of industrial instrumentation or similar portable experience in a customer service role preferred.