Sr. Associate Customer Service - AMT Specifier

Date Posted:

2024-05-08

Country:

United States of America

Location:

OT541: TFP - Florence, SC 1500 Otis Way, Florence, SC, 29501 USA

About Otis

Otis Elevator Company is the world leader in reliable, efficient and technologically advanced elevators, escalators and people-moving systems. Our revolutionary Gen3Core® elevators, energy-saving ReGen™ drives and NCE “green” escalator have clearly set the industry standard for innovation, safety and performance. More than 2.4 million Otis elevators and escalators are currently in operation throughout 200 different countries. We are proud to have a global team that continues to rise to the challenges of a fast-moving company. Together, the people of Otis are creating new ideas and opportunities by collaborating across time zones, geographies and cultures. So just imagine where we can take you!

Job Description

The Customer Service Specialist works with Otis customers and internal technical resources to create contract specific data configurations to complete and transact incoming elevator parts orders across all product types, and across all product lines.

Key Responsibilities 

• Responsibilities include working with On-Site Mechanics, Construction Supervisors, Engineering, Manufacturing Personnel, CLC Drafting, Quality and Cross Departmental Otis Employees to develop configured material parts lists, routings, DXF Files, Software Files, Wiring Diagrams and On-floor sheets as needed to complete elevator ordering configurations, on-time and without error.
• Interact directly with end-users on orders, and assist the Customer Service Representatives with any issues they may have with processing orders.
• Troubleshoot and assist in data resolution whenever issues arise with configurations or software configuration tools and programs.  Be able to interact and provide assistance to Tech Data and IT Support on issues related to current orders. 
• Research the root cause of all non-billable orders by making direct calls to the field, and reviewing upfront ELOG orders, Engineering drawings, Engineering configuration matrices, and configurator logic.  Whenever possible recode orders to better reflect the true root cause of the issue, document the issue fully, and if needed work with Quality or Engineering on implementing corrective actions.
• Identify newly developing ordering trends, report these issues to Quality and/or management, and if possible work with Quality and Engineering to develop long-term solutions to these issues.  Attend related Quality Meetings and serve as a technical support on issues related to Department Orders.
• Collect and enter turnbacks for departmental quality purposes.    
• Whenever possible, improve existing applications or processes, looking for ways to better serve the customer and improve efficiency of order processing and fulfilment times.  Submit improvement ideas to IT Support and attend related meetings to insure proper implementation.

Preferred Education/Certifications

2 year technical Related Associates Degree or Bachelor's Degree

Or equivalent combination of education and experience

Technical field of study preferred

Preferred Experience/Qualifications

• Knowledge of the Otis Elevator parts and materials across all current product lines
• Knowledge of Otis systems including eLogistics, PDM Link, AMTT, JDE, Concept, and MTS.
• Experience working with Bills of Material and/or specifying technical products
• Experience working with Technical Data Sheets, Engineering Drawings, On-Floor sheets, Layouts, and Bill of Materials 
• Exceptional Communication Skills
• Exceptional attention to detail
• Excellent verbal and written communication skills
• Excellent listening skills
• Excellent analytical thinking skills
• Ability to learn quickly and retain information
• Knowledge of the elevator industry, and explicit knowledge of current Otis parts and product configurations.
• Past Concept configuration experience
• Past Otis systems experience

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may re