Overview

Administration:
Enter and process data using the Internet, Intranet and SAP to support the repair processes and special repair programs (i.e. Pro Vantage, warranty replacement)
Document customer issues and resolutions in comment section of repair orders or the consumer feedback Database according to guidelines.
Monitor tool repair reports to maintain established repair delivery standards.
Order parts for backordered repairs and follow up as needed.
Communication:
Interdepartmental contact regarding repair orders and other issues.
Provide feedback to Operations Manager, Lead Technician, and other technicians regarding repair and customer issues.
Communicate repair estimates, pricing, and technical information regarding tool repairs to customers. Answer repair related customer inquiries, via telephone, fax, e-mail, and in-person as required, resolving all repair related issues. to customers.
Miscellaneous:
Receive tools in and process out for shipping as required.
Continuously Develop Product and technical knowledge: Participate in company sponsored training programs that promote product and technical knowledge.
Other Duties As Assigned (i.e. shipping, receiving, picking, new hire training)
Qualifications: High School Diploma or GED required. Product knowledge and/or experience in customer repairs strongly preferred. Customer Service (preferably in retail environment) Related Industry Experience Preferred PC and Business systems skills (SAP experience preferred) Communication, interpersonal and organizational skills Bi-Lingual in English/Spanish strongly preferred


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