Technical Customer Service Representative

Our reputable client is looking for a Technical Customer Service Representative to join their team. This is on a permanent basis which offers a salary, benefits, and vacation pay! This is a fully on-site position located in Stittsville and the ideal candidate will have a minimum of 1-2 years of experience working in a customer service role with some sales support and dealing with coordinator position.

Roles and Responsibilities

• Communications and collaborates with teams, Customers, vendors, and management.
• Resolves grievances, obtains details of issues/complaints, escalates concerns when necessary, and ensures appropriate responses and changes were made to resolve issues
• Works with Production/Finance to ensure project billing is up to date and monitors cost/margins.
• Responds to Customer calls to order parts, including requests for emergency shipments, and ensures delivery
• Provides technical support to customers by offering guidance to help debug parts and explains how the parts work
• Other duties as required.
• Prepares quotations, with feedback from Sales/Tech Services for spare parts, support agreements.
• Maintains price lists for parts, creates packing slips for orders and coordinates order fulfilment with Production/Logistics on shipments.
• Enters all new orders into computer system or cancels orders upon Customer request; manages the Order Review Process.

Qualifications and Skills

• Experience providing support on physical parts
• Strong customer service skills
• 1-2 years of experience working in customer service, supporting sales and production/service teams
• Ability to take initiative and work independently and in a team
• Ability to work well under pressure, in a fast-paced environment
• Strong verbal and written skills

Nice-to-Haves

• Knowledge of preventative and reactive maintenance for parts and equipment.
• Knowledge of the production cycle, products, and manufacturing.
• Skills in organization.
• Knowledge of how to maintain parts and debug basic problems.
• Skills in technical and manufacturing work.