Purpose of the job

Serve customers with a compelling technical support experience. Field incoming emails, answer questions and provide guidance relative to equipment operation, warranty, and replacement parts.

Essential Job Responsibilities

• Maintain “Case” log in EPICOR-create new or update current as needed to ensure complete documentation of the issue and solution.
• Provide email support to help identify parts to customers, dealers, and contractors.
• Answering customer questions, providing cost estimates, and helping customers find parts.
• Work with internal teams to expedite part orders for critical customers.
• Review and approve warranty invoices for accurate and complete information.
• Perform other duties as necessary in support of business objectives. This document provides guidance and is not intended to limit the thinking and creativity of the person in this role.

Essential Qualifications

• 2+ years in a customer service role.
• High School diploma.
• Vocational training or college education preferred.
• Excellent phone and email communicator.
• Skilled managing time and schedules.
• Knowledge of MS desktop and ERP applications (preferably Epicor Kinetic).