Responsibilities:
Process service orders in SAP (e.G., customer waiting approvals, RMA s, service notifications, estimates, etc.)
Responsible for processing service-related inquiries and requirements (including inquiries regarding spare parts, field service, and refurbished products).
Follow up on repair cost estimates and services.
Consult with customers regarding options to support their needs for related services (e.G., exchange pool, new pump, etc.)
Look for additional opportunities (up selling) when offering service and trade-in products.
Request technical information from customers to assist with determining root cause of failures.
Provide cost estimates and detailed failure reports for all non-standard repairs to customer.
Work with the customer to understand the differences/deviations of the cost estimates in order to obtain customer approvals in a timely manner.
Coordination and clarification of the repair estimates within a timely manner
Responsible for entering CCM s in SAP complaints or error messages from customers.
Keep track, follow up and report service approval status to guarantee the fast flow of repairs.
Coordinate with Product support to generate FACAR reports and expedite warranty situations.
Directly ensure customer satisfaction.
Document customer communication within CRM.
Meet or exceed company and department KP s.
Staff an ACD phone hotline during regular business hours.
