|Title:||Service Processor - Field Service|
Researches disputed orders to determine source of error, correct problems and eliminate future problems by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Receives service calls from dealers or homeowners and notes information about problems with company products. Explores potential causes and solutions to problem to avoid service call or Return Merchandise Authorization (RMA), if possible.
Receives phone calls from customers and drivers to request RMA’s, including an explanation of the problem or error. Compares information regarding the RMA with the original sales order to ensure proper corrections are made.
Researches disputed orders by listening to audiotapes of order placement, reviewing faxes or e-mails of orders, or other means of transmitting orders. Determines source of error and financial responsibility for error.
Investigates sales orders to determine warranty status of products or other situations where company should be responsible for service or repairs.
Enters information regarding a request for service in computer system. Updates the dealers on the status of service calls and coordinates service calls with the service field reps.
Orders replacement or missing parts, if needed, for RMA’s and service calls.
Communicates with dealers and service representatives to receive information about disputed errors and scheduled service calls and to obtain necessary information to prepare replacement order, if necessary.
Enters replacement orders to correct errors, including information about original order, sales order number, job name and/or purchasing order number, attempt status and reason code.
Prepares and submits orders for reconditioning service for vinyl products under warranty.
Confers with multiple departments within company to resolve customer service issues involved in disputed orders, including Customer Service, Sales, Manufacturing, Production Scheduling, Transportation, Service, Warehouse, Purchasing, and Credit and Collections.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Requires in depth knowledge of:
PGT products and parts with continual learning
PGT procedures including shipping procedures, RMA’s, production releases and service orders
AS400 computer application for service call entry, order entry, and retrieval
Familiarity with PC-based software
On-the-job training in DocuTREEV and Field Pro software
Requires good communication skills with external and internal customers
Requires some calculating
Ability to investigate and reach solid conclusions about sources of and solutions to problems
Ability to maintain self-control under stress
CERTIFICATES, LICENSES, REGISTRATIONS
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work at computer workstation for long periods of time
Ability to speak effectively on telephone
Consistent daily attendance to provide necessary level of customer service
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Generally work in air-conditioned office environment