Service Representative

Service Representative

Job Description:

We are seeking highly motivated and experienced service representatives at our Factory Service Centers to join our dynamic team! Under the direction of the Factory Service Center Branch Manager, the Service Coordinator will be responsible for delivering a high level of customer support and satisfaction and driving operational efficiency and quality in a safe work environment in accordance with prescribed procedures to ensure proper functioning, safety and reliability in support of the Milwaukee Tool product line in the Factory Service Center. The ideal candidate will seek to gain technical expertise and possess a customer-centric approach as part of a high performing team. 

  

Duties and Responsibilities 

 

Culture Alignment: 

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team. 

• Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance. 

• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics. 

Operational Excellence: 

• Apply problem-solving skills to address issues and provide timely solutions. 

• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs. 

• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods. 

Customer Service Excellence: 

• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures. 

• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills. 

• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures. 

• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.  

• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.  

• Act as a liaison between Service branches and our end users. 

• Respond to user inquiries and requests