Service Specialist, Customer Support

Company Description

BEUMER has operated in the North American market for more than 40 years and has completed over 160 airport baggage handling projects; with fully integrated design and manufacturing systems in the United States. We are a family owned intra-logistics leader where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!

Job Description

The Service Specialist is responsible for providing excellent customer service by efficiently and effectively handling inquiries, follow up, issues, and service requests from customers. This role involves communicating with customers via phone, email, or in person to determine and address their needs, resolve issues, and over communicate to ensure their satisfaction. The Service Specialist is the customer facing key point of contact for customer support and guides the customer support team in the management and communication to our customers, ensuring that the highest level of customer service is provided.

Responsibilities:

• Develop, plan and coordinate scheduling of all technical on-site visits.
• Initiate customer contact on customer support, follow up and status involving maintenance, hotline and spare parts.
• Provide excellent customer follow up.
• Assist the Service Manager, Customer Support in managing and resolving customer issues, including follow up on any related open matters.
• Monitor and follow-up on all outstanding service issues so all are handled in a timely and professional manner, ensuring the highest level of customer satisfaction.
• Oversee handling of service and maintenance reports to ensure all are submitted in a timely and professional manner.
• Assist in developing and implementing technical support strategies to continuously improve support.
• Keep management apprised of any ongoing service-related issues.
• Ensure team safety is a high priority.
• Maintain effective relationship with technical personnel as well as COC teams.
• Assist with administrative details related to the Service team members.

Technical Services:

• Work closely with team members regarding execution of service, change orders, warranty compliance, sales, and the generation of spare parts leads.
• Generate assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
• Respond to customer inquiries via phone, email and in person, when needed. Manage issues regarding problems with equipment or need for maintenance.
• Assist in assigning service technicians as needed.
• Assist in training of Hotline engineers on service/ change orders to systems
• Assist in resolving customer problems/questions in an expeditious and tactful manner
• Assist in resolution of warrantee issues related to technical service department
• Travel to customer sites routinely.
• Support all divisions for demo equipment testing as required.
• Attend meetings and training sessions as required.
• Conduct training in house and/or at customers sites.

Qualifications

Requirements / Skills Abilities

• High School Diploma, or equivalent.
• 5 years of field service experience or equivalent technical related training.
• Technical Service/Technical Sales experience is preferred.
• Prior experience successfully managing projects within time and budget requirements.
• Excellent verbal, written communication and computer skills.
• Bilingual in English & Spanish or English & German is preferred.
• Ability to interpret mechanical and electrical drawings.
• Problem resolution skills.
• Excellent listening skills resulting in a high level of customer satisfaction. Must be able to listen for opportunities as well as potential technical hurdles.
• Ability to handle multiple tasks and work under pressure, with a sense of both urgency and thoroughness.
• Professional, positive, and energetic attitude.
• Ability to travel 25-50% per business needs.

Commitment Required. We are looking for a long-term commitment, the ability to set and meet goals, and the willingness and ability to travel as needed.

Additional Information

BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees. And by the way, no waiting period, they start when you do:

• We pay 100% of medical & dental premiums for you AND your eligible dependents
• 401k Retirement Plan with a generous match, because we care about your future
• Life Insurance is provided free for all employees
• Generous amount of paid time off

BEUMER is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.