Job Description

JOB DESCRIPTION

BASIC FUNCTION:

Communicates with internal and external customers to interpret customer requirements for aftermarket parts and service. Responsible for ensuring customers receive quality and professional service by providing adequate product support to the extent of attaining purchase orders and/or negotiating resolutions with customers as required. Have extensive knowledge on Service programs including; provides quotes (written and or verbal), discuss all programs to include Exchanges, Repairs, Parts, New Cutter Cartridges and proficient in processing the for mentioned programs in Visual ERP system.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Responsible for preparing parts quotes to meet both the customer’s needs and specific contractual requirements as determined by the purchase order.
• Specify correct part for previously supplied equipment.
• Prepare quotes, advise of pricing and required lead time for parts.
• Estimate cost and prices when actuals are not available, when necessary.
• Document quotes on system quote program and hard copy serial file when applicable.
• Effectively learn all aspects of Visual and Call Center and have a working knowledge to process orders; reference historical information, understand the Material Planning and Lead times.
• Responds to customers, sales managers and manufacturing representatives inquiries regarding status and delivery of orders/proposals.
• Understands and explains service programs and product warranty to end customers.
• Builds relationships to provide repeat business and excellent customer service.
• Performs other duties and special projects as assigned.

EDUCATION, EXPERIENCE & SKILLS:

REQUIRED: High School Diploma

DESIRABLE: Associates Degree in a technical field or related field.

• 3+ years working in a Customer Service, help desk or troubleshooting environment
• Excellent oral and written communication skills.
• Ability to use technology and analysis tools (Excel, Outlook, web, databases)
• Highly self-motivated.
• Mechanical background/knowledge highly desirable
• Flexible, reliable, strong work ethic, dependable team player, positive, constructive attitude.
• Outstanding business etiquette skills.

JWC IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER.

Company Description

JWC Service Solutions Our expert service and support team is there to keep your JWC equipment running at peak performance. Start-ups, spare parts, technology upgrades, grinder exchanges, and onsite inspection services are all part of what the JWC Service Solutions Team can offer.