Company:
CivicMinds, Inc
Location: New Berlin
Closing Date: 29/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Duties:
General tasks the candidate will be involved in include:
Travel:
US and International travel is expected, but <15%.
General tasks the candidate will be involved in include:
- Working with customers and internal departments to identify mechanical, electrical, and hydraulic problems or warranty issues, and developing corrective actions to be implemented.
- Resolve welding issues from customers/employees. This may include updating a WPS, writing weld repair procedures, and developing position papers.
- Logging and keeping records of customer/employee queries, including tracking of open requests to be resolved.
- Analyzing call logs to spot common trends and underlying problems.
- Function as a resource to Field Service Engineers in their respective job functions.
- Address questions from the Parts department to ensure the correct parts/components are quoted to the customer.
- Provide phone support and technical assistance directly to customers and field personnel on an as-needed basis.
- Answer and resolve a large portion of service requests via email and phone calls.
- Proactively seek to exceed customer expectations leading to high customer satisfaction ratings.
- Serve as the customer's advocate to solve problems and navigate company resources.
- Participate in problem escalation and call prevention projects to help customers and support increase their efficiency.
- Must be self-motivated, display leadership abilities, positive attitude, desire to help solve problems, can think clearly and logically through complex problems and situations, and know ASME and CMAA standards.
- The individual must have a background in cranes and field service support. Welding experience such as a welder, CWI, or weld engineer is strongly preferred.
- It is preferred the position has a bachelor's in mechanical, Structural, or Civil Engineering.
- Must have the ability to effectively work through cross-functional teams.
- Must have a minimum of five years of related experience plus be computer literate in Excel and Word and excellent interpersonal communication skills.
- Must be able to provide after-hours call support on a rotating basis.
- Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
- Ability to work well in a team environment.
- Ability to use AutoCAD and/or Solidworks.
- Excellent verbal and written communication skills.
- Excellent troubleshooting skills.
- Excellent organization skills; capable of effectively balancing multiple responsibilities, and managing multiple priorities in a challenging environment with minimal supervision.
- Excellent support skills and experience conducting technical training.
- Ability to prioritize and manage multiple tasks, act independently, and exercise good judgment.
Travel:
US and International travel is expected, but <15%.
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CivicMinds, Inc
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