Repair Services Specialist

Repair Services Specialist

Title: Repair Services Specialist       

Reports to: Technical Services and Applications Manager

Direct Reports: None

Status: Full Time

Office:  Listen Technologies – Headquarters / Bluffdale, UT

Overview:

The Repair Services Specialist is a full-time position responsible for component and board level product repairs of customer units, repair and refurbishment of advance replacement and credit returns, demo system configuration and maintenance, managing and tracking RMA’s and maintaining repair part inventory.  The position is also responsible for backing up technical support by answering technical calls and emails as needed.  

Specific Responsibilities:

• Provide component and board level product repair for customers


• Repair and refurbish returned advance replacement product


• Test, repair and refurbish credit returns in a timely manner


• Track and provide status on product repairs to customers via phone and email


• Utilize the company CRM system to maintain all communication, phone conversations, emails, and follow up


• Provide detailed repair notes and document components used


• Prepare and maintain demo product and systems


• Track delinquent advance replacement returns, providing customer reminders


• Handle non-warranty billing and billing questions


• Work with customer’s directly to duplicate issues or gather additional information on product sent in for repair


• Maintain specified repair turn-around times


• Track, plan and replenish, as needed, repair parts inventory


• Assist with inventory rework as needed


• Back up Technical Services by answering technical calls and emails


• Provide excellent customer service to all Listen customers


• Proactively notify manager of customer/product concerns and failure trends


• Maintain a clean and organized work area, and parts inventory location


• Minimal travel to customer site to assist with programming or installation


• Other duties as assigned

Key Performance Indicators:

• Excellent customer satisfaction ratings


• Specified repair turn-around times maintained


• Accuracy and completeness of documented information


• Availability of repair parts maintained


• Professional growth via continuing education updating personal development records


• Completion of assigned duties

Qualifications:

• Excellent customer support skills


• Good problem solving and troubleshooting abilities


• Electronics education or electronic repair experience


• High school education or equivalent


• Must be comfortable with use of CRM software to document and process repairs


• Ability to use digital multi meters and oscilloscopes


• Computer literate (including Microsoft Office Suite)


• Ability to work independently and as part of a team


• Willingness to learn and take on added responsibility


• Ability to multi-task


• Detail Oriented


• Excellent verbal and written communication skills

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.

Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.

Listen Technologies is an Equal Employment Opportunity Employer.