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Customer Service Technical Support Advisor

Company: N/A

Location: Brookfield, WI

Pay: N/A

Contact Information

Name: Milwaukee Tool
Phone: (262) 783-8470
Fax: n/a
Apply Online

Job Description

As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services.

As a Milwaukee Tool Technical Support Advisor you will:

-Join a team of associates motivated to deliver positive end user support experiences
-Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates
-Identify and implement tools & processes to drive support improvements

Your responsibilities will include, but will not be limited to:

-Providing phone, email and written support for Milwaukee products and services.
-Developing reference tools and training in support of new product launches
-Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools
-Developing & maintaining product, service and procedural reference files in a shared, digital library
-Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.
-Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention
-Engaging appropriate personnel to address engineering application requirements and liability concerns
-Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff
-Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects
-Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements

We're looking for:

-A great communicator that is focused on delivering a world-class customer care experience
-Excellent problem solving skills with strong technical and mechanical aptitude
-Experience in providing mobile and software technical support and troubleshooting
-Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service
-Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries
-An ability to listen to customers, interpret their needs, and provide required support
-Excellent time management, multi-tasking and organizational skills
-Exceptional service & support quality in a fast-paced environment
-Ability to use a variety of software tools to research, reference and resolve inquiries
-3+ years of experience in Customer Service, Technical Support or related field
-High school diploma or equivalent education
-Fluent in English (proficiency in Spanish desired)


Job Requirements