Customer Service Technician

Description

FLSA CLASS: Hourly Non-Exempt

REPORTS TO: Technical Service Director

BASIC FUNCTION: To provide continuous telephone and e-mail support of technical and warranty service-related issues for our customers (end-users, dealers, distributors, and service centers).

Join a team focused on meeting production goals through good attendance, positive attitudes, and hard work. We are looking for a Customer Service Technician, who excels in a fast-paced environment and has the personal drive to meet production goals by leading a team in this hands-on role. We manufacture a variety of products at the same time.

For over 100 years, Marvel continues to be a world class manufacturer of high-end refrigeration and cooking products for the household and commercial markets. Since 2015, Marvel has been part of the Middleby family of brands. All products are designed, engineered, and assembled in Greenville, Michigan, USA, and select products are available worldwide. 

Perks you can expect from Marvel:

• Competitive benefits package including 401(k) matching, and paid holidays.
• Free to all full-time employees is life insurance, short and long-term disability insurance. 
• Tuition reimbursement to help grow your career skills and knowledge

ESSENTIAL DUTIES:

• Provide diagnostic resolution to service issues in the field.
• Capture service call information and perform associated tasks resulting from these calls.
• Communicate company warranty and repair policies.
• Respond to requests pertaining to both service and public website. 
• Provide service support for manufacturing, purchasing, and engineering.
• Daily communication with Technical Support Leader.
• Responsible for navigating through the company data & service base system accessing technical information.
• Order Entry.
• Provide help to locate service agents and distributors on-line.
• Performs other duties as assigned. 
• Occasionally, repair appliances in the home, lab or dealer store as required.
• Performs other duties as assigned. 

Requirements

QUALIFICATIONS:

• Degree in HVAC with emphasis in Refrigeration preferred
• Experience in field service – an asset would be experience with gas, electric or wood burning appliances (ranges, refrigerators, dishwashers)
• Experience with working with a database management system and customer service.
• Proficient diagnostic and problem-solving abilities. 
• Phone etiquette skills and experience with answer inquiries by email.
• Ability to communicate detail verbally and/or in written form
• Strive for continuous improvement in customer service and company goals. 
• Technical skills to support problem resolution with Service Company. 
• MS Office Suite (Word, Excel), Outlook.
• Ability to work shifts and hours mandated by management and to pass a drug screen