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Case Support Representative - Miami
Summary
Title:Case Support Representative - Miami
ID:2682
Department:Field Service
Shift:1st Shift
Description

SUMMARY

Determine if dealer reported cases are covered by the field service team. Order all needed parts for field services. Responsible for communication to dealers and end users about a case.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 

Receives service tickets from dealers using service software. Determines if inspection or more information is required to open a work order.

 

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 through service system on the status of service calls.

 

Orders replacement or missing parts, if needed, for service calls.

 

Communicates with dealers and service representatives to receive information about disputed errors.

 

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.

 

with multiple departments within company to resolve field service issues involved in disputed orders, including Customer Care, Sales, Manufacturing, Production Scheduling, Transportation, Service, Warehouse, Purchasing, and Credit.

 

SUPERVISORY RESPONSIBILITIES

None

 

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. Must have a working knowledge of Microsoft Office Suite.

 

EDUCATION and/or EXPERIENCE

Requires in depth knowledge of:

Products and parts with continual learning

Procedures including shipping procedures, RMA’s, production releases and service orders

ServiceNow for service call entry, order entry, and retrieval

On-the-job training in RVI and location-based ERP

 

LANGUAGE SKILLS

Requires good communication skills with external and internal customers

 

MATHEMATICAL SKILLS

Requires some calculating

 

REASONING ABILITY

Ability to investigate and reach solid conclusions about sources of and solutions to problems

Ability to maintain self-control under stress

 

CERTIFICATES, LICENSES, REGISTRATIONS

None

 

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

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