Technical Customer Service

Job Description

Technical Customer Service

Technical Customer Service Representative will report to the Customer Support Supervisor and is responsible for answering inbound customer calls, emails, and addressing customer needs with a sense of urgency and ownership.

This individual is responsible for ensuring we provide the highest levels of customer service and support to our dealers and customers, often on challenging cases. The ideal candidate is comfortable working within our call center and occasionally in the field with our customers.

Key Roles:

• All service calls, emails, and warranty claims are documented with the necessary information and detail.
• Responds to telephone inquiries concerning product performance in a professional, courteous, and timely manner demonstrating a commitment to high customer relations.
• Provides technical service assistance on shortages and shipping problems for whole goods, and parts.
• Provides technical advice and assists customers on operational, mechanical and repair of products / components by identifying make and model of unit and analyzing performance problems(s).
• Determines appropriate part / part numbers and corrective action needed. Assists in ordering parts.
• Customize and review operator manuals, Bill of Materials, picklists, parts books, and maintenance instructions. Reviews and provides possible feedback on technical manuals for new and existing equipment.
• Follows through on problem resolution by maintaining contact with customer / dealer ensuring accurate service and repairs have been completed.
• May enter warranty registration information and process warranty claims.
• Assist customers with product return situations and provide customers with the necessary RGA (Returned Goods Authorization) information.
• Assist in field test/research testing and troubleshooting of new proto-type equipment.
• Travel as needed to assist customers in the field (Up to 10-15% travel time).

Responsibilities:

• Answers inbound customer calls and emails. Addresses customer needs with a sense of urgency and ownership
• Primary technical resources for the Municipal product lines.
• Assist with documentation of procedures and policies.
• Follows and enforces documented warranty process.
• Identify areas of documentation that can be improved and assist with improvements.
• Strive for an injury free workplace through a “safety first” attitude.
• Approve/deny warranty claims in accordance with Diamond Mowers’ warranty terms.

All other duties are performed as necessary.

Qualifications:

• 2+ years of experience in assembly or manufacturing would be preferred.
• 2+ years of experience in customer support
• High School diploma or GED preferred.
• Knowledge of MS Office, CRM, would be helpful.

Location and Hours:

Location: 1000 Cherokee St Sioux Falls SD 57104

Hours: 8:30am-5:00pm

Days of Shift: Monday-Friday

A full benefits package is available for all full-time employees.

Exhibit Diamond Company Values:

CUSTOMER FOCUSED

• Meeting and exceeding internal and external customer expectations is the responsibility of everyone.
• We are committed to being a World Class organization and the greatest partner to our customers.
• We will listen, support, engage with empathy, our work must drive the success of our internal and external customers and team members.

ACCOUNTABILITY

• We will be responsible for the commitments we make, and the expectations placed on us.
• When we fail, we will own it, learn from it and make the appropriate changes.
• We will act with exceptional integrity in everything we do.
• We will be open to receiving and giving feedback.

TEAM PLAYER

• Teamwork and clear communication are paramount to our success.
• We will seek and provide constructive feedback to one another, work as a collaborator, treat peers with respect and dignity, engage all team members as partners to solve problems and support one another with a positive attitude.

SAFETY

• We believe safety must be at the forefront of all our decision-making.
• We will proactively invest in safe solutions and act consciously every day to keep ourselves, team members and customers safe.

GRIT

• We have the passion, determination and work ethic that gives us the ability to push through, to get to the end goal and recognize the obstacles we have overcome along the way.
• When we tackle a difficult situation, we are determined to never give up and be the best in the industry.

Diamond Mowers is an EEO/AA Employer M/F/Disability/Vet.