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Location: Thomasville, GA
Basic Function:
Responsible for receiving, understanding, pursuing, and resolving all customer inquiries related to general product technical, application, and operation questions. You will be supporting end users during troubleshooting activities as well as interacting directly with operating systems, hardware, and software to provide updates and patches. In addition to general technical questions the TSR will ensure prompt evaluation and resolution of all technical customer call inquiries outside the scope the normal RMA program. Must possess skills necessary to efficiently navigate the IFS system to investigate moderate to complex issues as required. Work collaboratively with all internal and external resources as appropriate to research customer inquiries and resolve promptly. Deploy to field sites as required to support service issues with little to no supervision.
Essential Duties:
Receive calls through an ACD (Automatic Call Distribution) system, email, or web portal as applicable. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Serve as a technical resource for other TSR’s as required. Maintain a problem log for all high-level inquiries and ensure compliance for all TSRs. Work with Engineering, R&D, and other Departments as required to resolve customer related problems. Enter and properly document customer inquiry into CSMS (Customer Service Management System) data base. Maintain updated status of customer inquiry within the CSMS (Customer Service Management System). Respond to customer questions regarding technical inquiries and problematic issues outside the scope of RMA programs as required. Coordinate with Field Service Technicians as required with more technical inquiries. Coordinate with Field Service Technicians and Service Manager to determine if a field service visit is required. Visit Customers and Representatives as necessary to assist in resolving product related issues. Position requires regular exercise of problem solving and policy or procedure interpretation skills. Ability to handle responsibilities with effective interpersonal skills and to effectively interface with others inside and outside the Company as required. Contacts customer or representative as required to resolve call inquiry. Provide written documentation to customers as required. Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible. Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
Other Duties: Performs other duties as assigned
Internal Contacts: Occasional contacts requiring the obtaining or giving of information.
External Contacts: Contacts involve the receiving and preliminary settlement of communications of a moderate controversial nature.
Education and Experience Required: High school diploma and willingness to learn through on-the-job training. Strong communication skills and ability to remain calm and professional in all circumstances. Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures. Working knowledge of PC operating systems and Microsoft Office Applications. Preferred: College degree
Must have good written and verbal communication skills. Preferred plumbing, HVAC, BMS controls, or experience working with boiler or hot water generating equipment. Must possess strong technical knowledge of all relevant products.
Travel: This position will require occasional travel for training and field issue resolution.
Physical Skill and Effort: Work requires regular speed and accuracy operating office equipment. Work requires a considerable variety of steady active physical exertion.
Working Conditions and Hazards: Normal plant, shop, field, or office conditions. From time to time, slightly disagreeable features.
This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.
Benefits of Being a Cleaver-Brooks Employee:
We offer a competitive salary and comprehensive benefits package, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long term disability, cash matching 401(k) plan, employee assistance program (EAP), pet insurance, employee discount program, company paid wellness day, generous vacation and 11 paid holidays.
Who is Cleaver-Brooks?
Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network’s ability to deliver the knowledge, service, training and support that are essential to long-term performance. Our customers will tell you that we’re the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They’ll also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues an 80+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.
This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.