Jobs and Careers

Customer Support Admin

United Statesfull_timeVerifiedPosted 29 Aug 2024

💰 $46,000/yr

About the role

Who We Are At nLIGHT, we are constantly on the cutting-edge of laser technology in a massively growing market. We are a leading provider of high-power semiconductors and fiber lasers for industrial, microfabrication, and aerospace & defense applications, to name a few. Our lasers are changing not only the way things are made, but also changing the things that can be made. Headquartered in Camas, Washington, nLIGHT is a publicly listed company (NASDAQ: LASR). Responsibilities:

Respond to service requests and dispatch appropriate technical personnel.
Ability to communicate effectively, specifically via phone; providing verbal service request times and details.
Monitor service engineer availability and alert manager of shortages.
Monitor nLIGHT customer service request email account; log request time and details, respond and dispatch appropriate technical person.
Provide Salesforce CRM updates: meeting notes, opportunities, customer profiles.
Update database with all service contracts and warranty in force.
Service quotes: Assist customer service manager and sales account managers with service quotes using Customer Support price list.
Provide purchase order validation for service requests and follow up for PO delivery.
Manage spare part orders and returns, RMA support, material transactions.
Managing service related documents: shipment authorization, Proof of Delivery (POD) and systems acceptance forms.
Monitor return shipments of failed parts to nLIGHT or repair vendors and back to customer.
Assist nLIGHT logistics with Shipments and Custom clearance as needed to maintain customer urgency.
Contact carriers for shipment of system/parts by the customer if needed.
Helping Sales and Service in case of critical tasks.
Assist with travel and hotel as needed and make sure expense reports are done following company rules.
Assist visitors with local travel and accommodation as needed.
Organize special events as needed.

Qualifications:

HS Diploma or GED
Great interpersonal and customer relationship skills
Experience in a customer service environment
Highly organized and comfortable taking charge
Competent with Microsoft Office suite of tools (Word, Excel, Outlook, PowerPoint). Salesforce and FS360 Service CRM tool experience a plus
Confident and comfortable working in a fast-paced environment

nLIGHT is proud to offer comprehensive COMPENSATION AND BENEFITS: Pay depends on qualifications:

Pay Range is $18.00 to $23.00 per hour

Target Cash Bonus with potential payout of up to 2% of your wages

80 hours of paid Vacation per year, plus paid Sick Leave and 10 paid Holidays

Vacation increases 8 hours annually, up to a maximum of 120 hours per year

Eligible for health benefits on the 1st day of the month after your start date

Medical, Dental and Vision Benefits, including prescription and orthodontia with employee-paid premiums as low as $40.00 per pay period

Company paid Short-Term and Long-Term Disability, and Life & AD&D Insurance

Employee Assistance Program

Aflac Supplemental Insurance

Flexible Spending and Health Savings Accounts

Employee Stock Purchase Plan

401(k) with company match and immediate vesting

Jury Duty and Bereavement Leave Pay

Tuition Assistance

Pet Insurance

nLIGHT is subject to US Export Control regulations. To qualify for this position, you must be a US Person (that is, a US citizen, lawful permanent resident, or protected individual granted asylum or refugee status). Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or age. For more information about our commitment to equal employment opportunity,