Customer Service Representative – Service

Customer Service Representative – Service

DXP/Natpro is seeking aCustomer Service Representativewho will work closely with the Outside Sales, Shop staff and Internal Service team to review and develop comprehensive pump and compressor service/repair solutions and generate formal quotations for our clients in multiple markets across Canada. In this role you will be reviewing RFQ’s, working with key suppliers and preparing proposals offering the best possible solution for multiple products in the industry. As the project moves to the next step you will be responsible for ensuring a clear and developed plan to forward to the Operations Team for execution.

This is a full-time position, located in Edmonton, AB.

Your responsibilities would include:

• Create and deliver accurate and factual Shop Floor Work orders, detailed work instructions, and Job Hazard Assessments for each service job.
• Complete a hand-over to the operations group that is thorough and complete for execution
• Work directly with represented manufacturers to obtain technical information, project pricing and special requirements.
• For orders/contracts, assist in preparing internal technical documentation such as sales order work sheets and purchase orders to various Suppliers. Initial loading of contracts into the corporate ERP system
• Accurately manage the Work Order process post award, updating the data and information required by the Service Technician.
• Develop and maintain close working relationships with inside sales, outside sales, sales management, and manufacturers’ representatives for Natpro’s represented products
• Prepare comprehensive quotations for submission
• Review completed Work Order and initial inspections. Create detailed and accurate “As Found Reports”, detailing not only the reported failure or need, but work with the team to communicate effectively the probable “Root Cause”
• Where necessary, provide feedback for improvement of business processes
• Accurately manage the work orders as it flows through the Service Group, capturing all costs as it relates to that specific job through the investigation and estimating process.
• Ensure all quotations and orders are prepared and submitted as per schedule commitments
• Complete detailed and accurate quotes/proposals based on the as found reports, capturing accurate costing related to labour, materials and outside services.

Support operations group on:

• Client returned document / drawing revisions including Change Order requirements
• Technical review / approval of vendor data/dwg
• Update and maintain Natpro’s internal tracking system on a regular and frequent basis
• Develop and maintain project activity reports indicating status (e.g. pre-feasibility, budget, RFQ)
• Work with the support team and management to further build on Natpro’s reputation as a knowledge-based company that provides technically superior, high-quality equipment.

Required Education and Experience:

Must Have

• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Able to effectively communicate both verbally and in writing
• Ability to coordinate and organize meetings, exhibits, and other events
• Understand and be able to execute Root Cause Failure Analysis and Corrective Actions
• Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
• Able to respond quickly in a dynamic and changing environment
• CET or Trade Qualification, or applicable experience related to rotating equipment
• Solutions, and resolutions required
• High level of proficiency with ERP and Microsoft software packages
• Exceptional conflict resolution, negotiation, and objection handling skills
• 2 years of experience in a repair service center preferred
• Ability to analyze and interpret the needs of clients and offer the appropriate options,

Experience/knowledge that would be considered an asset:

• Pumps/Compressors
• French/English Bilingual
• Technical Education and background, Mechanical P.Eng. or C.E.T designation preferred
• Consulting Engineers
• Packaged Systems
• Technical Specification Writing