Technical Service Advisor

Job Description:

As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services.

As a Milwaukee Technical Service Advisor, you will:

• Join a team of associates motivated to deliver positive end user support experiences

• Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates

• Identify and implement tools & processes to drive support improvements

Your responsibilities will include, but will not be limited to:

• Providing phone, email and written support for Milwaukee products and services.

• Developing reference tools and training in support of new product launches

• Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools

• Developing & maintaining product, service and procedural reference files in a shared, digital library

• Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc.

• Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention

• Engaging appropriate personnel to address engineering application requirements and liability concerns

• Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff

• Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects

• Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements

We're looking for:

• A great communicator that is focused on delivering a world-class customer care experience

• Excellent problem solving skills with strong technical and mechanical aptitude

• Experience in providing mobile and software technical support and troubleshooting

• Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service

• Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries

• An ability to listen to customers, interpret their needs, and provide required support

• Excellent time management, multi-tasking and organizational skills

• Exceptional service & support quality in a fast-paced environment

• Ability to use a variety of software tools to research, reference and resolve inquiries

• 3+ years of experience in Customer Service, Technical Support or related field

• High school diploma or equivalent education

• Fluent in English (proficiency in Spanish desired)

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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