Technical Resolution Manager

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Job description

P-DPD-001

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Technical Support Activities

Work with the customer through the warranty or return process. This includes processing the return in SAP, verifying that the product has been returned, inspecting product, and following up with service department and the customer until a resolution is achieved.

Track and manage information regarding the warranty or customer complaints in Salesforce.

Part of a team worldwide to resolve problems for future customers.

Troubleshoot situations for all applications of capital equipment, over the phone, via email, or out in the field. Potentially having to repair or disassemble product in the field.

Conduct failure analysis on equipment and parts and provide written reports on findings and conclusions (for root cause analysis).

Customer Service Activities

Primary contact for warranty claims for customers with grinding equipment in USA and Canada.

Resolve customer aftermarket complaints or issues via phone or email.

Be responsive, enthusiastic and compassionate when dealing with all customers, end users and sales personnel.

Improve overall customer satisfaction.

Other Activities

Work with After Sales Promotor to contact customers who responded to company surveys.

Assist as necessary with department Key Performance Indicators (KPIs) applicable to Warranty, non-warranty, service, and general call/email/issue resolution.

Involvement in Customer Service and Service Department initiatives.

Assist with continual process improvement.

Other duties may be assigned to meet business needs.

Travel: Domestic travel rarely for training or on-site troubleshooting (
Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, language, mathematical and computer skills, and/or reasoning ability required. Reasonable accommodations in any of the qualifications listed below may be made to enable individuals with disabilities to perform the essential functions.

Qualities: Ability to organize and manage multiple priorities and strong customer orientation. Requires excellent interpersonal and communication skills.

Education and/or Experience: Mechanical experience or quality inspection/control or technical school is required; or equivalent combination of training and/or experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations and situations where only limited standardization exists.

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Office Products, Salesforce or similar, and SAP or similar ERP system.

Physical Demands: While performing the duties of this job, the employee is frequently

required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Other Abilities: Ability to organize and prioritize work in a fast paced, multi-tasking environment. Ability to meet deadlines, follow through on commitments, and take corrective action where appropriate. Must be a team player who works productively with a wide range of people and departments. Ability to work independently with some direction.

Equal Opportunity Employer (EEO)

PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

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