Service Representative

Service Representative

Job Description:

We are seeking highly motivated and experienced service representatives at our Factory Service Centers to join our dynamic team! Under the direction of the Factory Service Center Branch Manager, the Service Representative will be responsible for delivering a high level of customer support and satisfaction and driving operational efficiency and quality in a safe work environment in accordance with prescribed procedures to ensure proper functioning, safety and reliability in support of the Milwaukee Tool product line in the Factory Service Center. The ideal candidate will seek to gain technical expertise and possess a customer-centric approach as part of a high performing team.

Duties and Responsibilities

Culture Alignment:

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team.
• Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.
• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.

Operational Excellence:

• Apply problem-solving skills to address issues and provide timely solutions.
• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.
• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.

Customer Service Excellence:

• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.
• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.
• Act as a liaison between Service branches and our end users.
• Respond to user inquiries and requests while assisting with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions.
• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns.
• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.

Quality, Safety & Continuous Improvement

• Report operational irregularities and defective materials for quality control.
• Recommend areas for improvement and assist in process enhancements.
• Help implementation and practice and execute 6S
• Maintain and update required resources, fixtures, and equipment within the branch to ensure locations follow Milwaukee Service quality and standards.

Education and Experience Requirements

• Requires an education equivalent to a high school diploma or GED.
• 1-3 years of experience in a customer service position is preferred.
• Preferred proficiency in using various hand and power tools, diagnostic equipment, and software.
• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Must possess practical business communication skills and the ability to understand the local branch market.
• Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues.
• Excellent interpersonal, communication, and customer service skills for dealing with end users and customers.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Proficiency in English, written and verbal.
• Bilingual (English/Spanish) a plus.
• Must be proficient in computer skills and Microsoft Office applications.
• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)

Milwaukee Tool is an equal opportunity employer.