Description

FernoCare is the post-sales support and service. At Ferno, we value customer satisfaction and appreciate innovative thinking. We are looking for an individual who is passionate about service and excited to solve customer issues in a fast-quality conscientious and honest manner. We are looking for an individual who believes in what they do and is ready to take on a fast-paced support team by leading and overseeing the day-to-day activities.

Summary

This individual will be responsible for all daily service and FernoCare customer interaction activities. This person will be hands-on and will coordinate responsibilities with the team to optimize productivity and communication and improve task turnaround. This individual needs to be confident and able to ask appropriate questions, discuss product concerns with customers and Ferno employees. Work cross departmentally to obtain information to address customer concerns. This individual will work with the customer, sales team, customer service team, quality department, and technical support. This person will need to be able to document, follow-up and follow-through on requests and customer needs. This is a fast-paced position that requires organization, attention to detail, and a positive attitude. This person will have direct reports to support, coordinate and encourage. The position will require daily customer interaction.

Essential Duties and Responsibilities of the administrative aspect of Service

• Review and Support all Tech support emails and telephone calls. The FernoCare team must be able to field all inquiries.
• Provide part identification and part numbers for customers and customer service.
• Log product issues. Verify product warranty status and dispatch third party service organizations and make sure that the customer is updated.
• Initiate and manage the part orders necessary to correct the product issues.
• Manage the customer experience by discussing repair and parts needs and service requirements.
• Manage the third-party service provider network.
• Ensure that all third-party service activities conform to contractual obligations.
• Review Invoices from third-party service providers and forward them to AP once approved.
• Oversee the administrative support for the Technician Training and certification program.
• Regular review of open service requests in a timely manner.
• Managing warranty and contracted services for our customers.
• Prepare and present regular reports on customer complaints, resolutions and potential causes.
• Provide monthly metrics to ensure that the department is meeting/exceeding published departmental performance objectives.
• Other duties as required to support FernoCare initiatives

Education and/or Experience

• Associate degree (A.A.) from two-year college or technical school; or a minimum of six months related experience.

Qualifications

To perform this job successfully, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent attendance
• Strong organizational, written, and verbal communication skills
• Effective trouble shooting, analytical, and problem-solving skills.
• Ability to read and interpret technical drawings and service literature.
• Ability to effectively manage and prioritize numerous tasks and responsibilities.
• Proficient with Microsoft Office.
• Strong project management skills.
• Reading and comprehension skills required.
• Minimum requirement: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Strong sense of professionalism to represent Ferno in a positive, informative and honest manner.
• Ability to apply good sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Strong sense of initiative.
• This will be a salary position with the standard hours being 8:30AM-5:30PM EST.

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

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