Service Support Representative - Shop
Why Join Altec? This is not a remote role, and will work in-person, at our service center in Indianapolis, Indiana. Why Altec? Settle in with a Secure Essential Industry (supporting Utilities & Telecom) Maintain a Career Focus, with growth & development encouraged within Altec Competitive Compensation that rewards performance Comprehensive Benefits including affordable medical options, dental and vision care, matching 401(k), company-paid Basic Life, wellness programs, company events, tuition reimbursement, paid vacation Values that include Enjoyment of Work and Family $50,000 to $57,000 per year depending on experience Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted. Apply at https://jobs.altec.com Responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction. MAJOR RESPONSIBILITIES: Administrative Service Support Performs specific customer requirements for the opening and closing of Service Requests. Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information. Resolves problems with strong analytical and administrative abilities. Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment. Uses analytical information to identity Service Request, Installed Base, or payments errors to facilitate continuous improvement. Resolves up to level 3 and 4 Installed Base related updates with minimal assistance. Effectively represents Team Altec; Communicates any customer needs/requests within Service’s scope to the appropriate Altec entity or External customer. Inventory Service Support Assists Supervisors and Technicians with the scheduling of required inventory actions. Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy. Creates and/or maintains reports for Inventory control including but not limited to: Debrief errors, Items NOLOC, expected receipts (parts not received to PCD after shipping label creation). Conducts parts follow up per established standards. Conducts review of Service Requests in Pending status in order to identify and resolve parts handling errors. Attends and/or conducts peer to peer training as directed by supervision. Attends formal training as may be required. Parts Service Support Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information. Conducts the P.O. process within established Altec standards and provides accountability as required. Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision. Creates and manages Purchase Orders and Invoices in support of day to day operations per established standards under the direction of Supervision. Conducts and assists with parts look up escalations. Conducts Parts set up as required for first time parts orders and escalates as required for timely resolution. Attends and/or conducts peer to peer training as appropriate. Attends formal training as directed by Supervision. APD Service Support Conducts parts order entry, form entry as directed per established standards. Determines correct billing requirements to fulfill requests accurately and timely. Researches parts accurately and consistently per established standards. Reconciles requests for parts order follow up and escalates as required. Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision. Acts as Customer Champion by providing dedicated support and order status reports directly to key customer contacts and account managers. Attends and/or conducts peer to peer training as appropriate. Builds a relationship with customers based on respect and service, with professionalism and using proper etiquette. Estimating Service Support Develops accurate Service Estimates using established processes. Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information. Creates Estimate requests in support of Mobile Global Process through the use of Edit Sheets and supporting documentation as supplied by estimate requestor. Creates Minor/Standard Global Estimates using Unit Condition Reports (UCR) with assistance and/or oversight from Peers and/or Supervision. Creates Standard Estimates for Shop and Mobile Service to include Canada with assistance and/or oversight from Peers and/or Supervision. Attends Peer to Peer and/or Formal training in order to build and maintain product knowledge and develop skills required to assist with more difficulty task and questions as may arise. All other duties as assigned. EDUCATION, EXPERIENCE, AND SKILLS REQUIRED: High School Diploma or GED required and Three years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function Or Bachelor’s Degree and One years’ experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function Experience Administrative Support role preferred Must have demonstrated experience of providing high volume levels of customer support Strong Computer Skills, especially in Microsoft Word and Microsoft Excel Demonstrated Problem Solving Skills Strong attention to detail Solid team player with a collaborative nature Ability to multitask and handle multiple transactions Ability to work effectively in a fast-paced environment All other duties as assigned Also, Hydraulic or mechanical background preferred Must have demonstrated experience of providing high levels of customer support Strong Computer Skills, especially in Microsoft Word and Microsoft Excel Demonstrated Problem Solving Skills Strong attention to detail Solid team player with a collaborative nature Ability to multitask and handle multiple transactions Ability to work effectively in a fast-paced environment Excellent written and verbal communication Altec’s primary products – Made in America – include Aerial Devices, Digger Derricks, Chippers, Cranes, and Specialty Equipment. In addition to our 8 major manufacturing facilities, Altec has three final assembly plants, 40 service centers and an extensive network of mobile service technicians. Altec products are found across the U.S. and in over 100 countries around the world. “Over the years, much has changed. But even more has not. We are as we have always been: a company led by values, powered by people and inspired to be a source of opportunity for those who depend on the performance of our products.” Family-owned since 1929, Altec has the reach and resources of a large organization with the heart of a local firm. “More than just building equipment, we also build relationships.” Safety is a primary responsibility in everything we do as is support of the Altec Company Values: Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development – Teamwork Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.
