Aftermarket Product Support
- Job Function:
- Customer Service / Call Center
- Location:
- US, IL, Bolingbrook
Innovating since 1905, G&W Electric has grown into a global leader in engineered electrical power grid solutions. Working with us means joining a worldwide team of passionate manufacturing professionals striving to continually improve the technologies the world depends on to deliver safe, reliable electricity. Our culture is focused on employee success, so we foster an entrepreneurial environment that encourages everyone to thrive.
Position Summary: Reporting to the Product Support & Field Service Manager, this position is responsible for resolving inquiries on products and services after the equipment has shipped to the customer. The Product Support Specialist coordinates company-wide resources in a timely manner to resolve field issues, including supporting the after-hours hot-line.
Primary/Essential Responsibilities:
- ·Reviews incoming cases in SalesForce.com (SFDC) and assigns to AMS team members, as appropriate.
- Manages assigned cases through SFDC through resolution, coordinating with technical and commercial resources as appropriate.
- Provides technical phone and email support to customers and sales representatives in both written and verbal form.
- Work with the Product Support Administrator to generate orders for parts replacements and generate RMAs for returned goods.
- Initiates Upgrade/Retrofit projects.
- Coordinates customer calls with technical resources within the Company when problem solving a reported issue. As the facilitator, documents the meeting discussion and action items.
- Generates CIIs for repetitive or life safety issues.
- Rotates with the other Product Support Specialists on the after-hours hot-line.
- Participates on New Product Development teams representing the Aftermarket Support Plan.
- Participates on problem solving teams as needed, including 8-Step, CIIs, etc.
Required Qualifications:
- Associates Degree in Electronics or equivalent experience
- 2 + years’ progressive direct experience in customer service, sales or G&W product
- Highly effective communication skills required to influence at all levels inside and outside of the organization
- Demonstrated ability to prioritize and reassess as necessary
- Proficient in MS Office
- Must travel wherever needed, possibly on short notice and weekends. Travel will be required up to 5% of the time.
- First responder, CPR certification and field service electrical certification required once in the role.
- Maintain focus on results despite changing conditions. Must have a sense of urgency and confidence to handle a variety of challenges and make critical decisions.
Preferred Qualifications:
- Experience with Salesforce and JDE software programs
Physical Demands / Working Conditions:
- General Office Environment, PC use
- Very occasional lifting floor to waist up to 75lbs
Why join us? G&W enjoys a long reputation for product quality, innovation and world-class customer service to the power industry. We have established this reputation by believing that our greatest asset is our employees. We owe our success to the initiative and talents of highly skilled individuals within our team-based organization. Our goal is to set the standard for customer satisfaction by ensuring a superior level of service, performance and innovation. As a global organization and industry leader, we are committed to cultivating an engaging work environment that embraces our core values and develops our talent. Our continuous focus on growth and innovation means that you become part of a company that provides challenging opportunities, rewards excellence and combines your individual expertise to achieve a higher level of shared success. As part of our organization, you also help power the world!
G&W Electric is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. G&W Electric participates in the E-Verify process for all new hires.
*G&W Electric participates in the E-Verify process for all new hires.
VEVRAA Federal Contractor
