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Posted : Tuesday, October 03, 2023 03:59 PM
\*THIS POSITION IS 100% TRAVEL\*
SUMMARY: This position is primarily responsible for providing in-house customer service and technical support.
This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following: Responsible for phone and email support of customers, including service call logging, call documentation, completion and follow-up.
Responsible for phone and email support of ACI field technicians, including call logging, completion and follow-up.
Responsible for understanding customer warranty and support levels.
Responsible for collaboration with engineering and programming department staff to provide most efficient technical support to customers.
Responsible for traveling to customer facilities as needed.
Responsible for staying current on system certifications and continuing education.
Responsible for night and weekend on-call customer support services.
This on-call requirement is on a rotation basis and shared between other service technicians.
Responsible for other duties as assigned by Director of Customer Service and Accurate Controls.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies: ▪ Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.
▪ Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
▪ Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
▪ Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
▪ Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
▪ Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in service department meetings.
▪ Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
▪ Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
▪ Quality Management - Looks for ways to improve quality; demonstrates accuracy and thoroughness.
▪ Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
▪ Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
▪ Strategic Thinking - Develops strategies to achieve personal goals; understands personal strengths & weaknesses.
▪ Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision making process; makes timely decisions.
▪ Motivation - Demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
▪ Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes schedule.
▪ Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
▪ Quality - Demonstrates accuracy and thoroughness; looks for ways to improve; monitors own work to ensure quality.
▪ Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
▪ Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
▪ Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
▪ Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
▪ Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary; completes tasks on time or notifies appropriate person with an alternate plan.
▪ Initiative - Volunteers readily; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE: Associate's degree or equivalent from two-year college or technical school; and one to three years related experience and/or training.
LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
The ability to effectively present information to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Word Processing Software (Word); Spreadsheet Software (Excel); Database Software (Access); Development Software; Internet Software; Electronic Mail Software (Outlook); Engineering Software (AutoCAD), Call Management System (Jira).
OTHER QUALIFICATIONS: ▪ Able to work a flexible schedule to include weekends and holidays.
▪ 1-3 years of experience in a customer service or help desk capacity required.
▪ Highly developed sense of integrity and commitment to customer satisfaction.
▪ Demonstrated passion for excellence with respect to treating and caring for customers.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 75 pounds.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions; extreme cold and extreme heat.
Job Type: Full-time Pay: $22.
00 - $25.
00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 1 year Shift: * 8 hour shift Weekly day range: * Monday to Friday Work Location: On the road
This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following: Responsible for phone and email support of customers, including service call logging, call documentation, completion and follow-up.
Responsible for phone and email support of ACI field technicians, including call logging, completion and follow-up.
Responsible for understanding customer warranty and support levels.
Responsible for collaboration with engineering and programming department staff to provide most efficient technical support to customers.
Responsible for traveling to customer facilities as needed.
Responsible for staying current on system certifications and continuing education.
Responsible for night and weekend on-call customer support services.
This on-call requirement is on a rotation basis and shared between other service technicians.
Responsible for other duties as assigned by Director of Customer Service and Accurate Controls.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies: ▪ Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.
▪ Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
▪ Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
▪ Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
▪ Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
▪ Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in service department meetings.
▪ Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
▪ Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
▪ Quality Management - Looks for ways to improve quality; demonstrates accuracy and thoroughness.
▪ Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
▪ Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
▪ Strategic Thinking - Develops strategies to achieve personal goals; understands personal strengths & weaknesses.
▪ Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision making process; makes timely decisions.
▪ Motivation - Demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
▪ Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes schedule.
▪ Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
▪ Quality - Demonstrates accuracy and thoroughness; looks for ways to improve; monitors own work to ensure quality.
▪ Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
▪ Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
▪ Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
▪ Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
▪ Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary; completes tasks on time or notifies appropriate person with an alternate plan.
▪ Initiative - Volunteers readily; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE: Associate's degree or equivalent from two-year college or technical school; and one to three years related experience and/or training.
LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
The ability to effectively present information to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Word Processing Software (Word); Spreadsheet Software (Excel); Database Software (Access); Development Software; Internet Software; Electronic Mail Software (Outlook); Engineering Software (AutoCAD), Call Management System (Jira).
OTHER QUALIFICATIONS: ▪ Able to work a flexible schedule to include weekends and holidays.
▪ 1-3 years of experience in a customer service or help desk capacity required.
▪ Highly developed sense of integrity and commitment to customer satisfaction.
▪ Demonstrated passion for excellence with respect to treating and caring for customers.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 75 pounds.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions; extreme cold and extreme heat.
Job Type: Full-time Pay: $22.
00 - $25.
00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 1 year Shift: * 8 hour shift Weekly day range: * Monday to Friday Work Location: On the road
• Phone : NA
• Location : Ripon, WI
• Post ID: 9005419088
