Jobs

Customer Service - Industrial Automation - 3rd Shift

  • Boston, MA
  • Direct Hire
  • Job ID: BI32-2689922

A remote Customer Service representative with industrial automation and controls products experience is needed to work remotely for a global leader and manufacturer of industrial sensors, safety systems and automatic identification products for industrial automation applications. This is a remote opportunity reporting to their office in the Boston, MA area.


Why work here?:

  • Technology leader for more than 70 years and with more than 50 global subsidiaries!
  • Work remotely from home office anywhere in US!
  • Customers are in a wide range of industries!
  • Competitive wages and an excellent benefits program - top 5% in nation!
  • PTO program beginning at 17 days, with accruals per 12 month period – plus 8 paid holidays/year, including 2 floating days!



RESPONSIBILITIES:

 

  • Provide continuous technical support for assigned products, systems, and services to direct sales teams, distributors, and/or customers through telephone conversations and written communication.
  • Provide end-user technical support including: “how-to” questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality.
  • Knowledgeable on Service Level Agreements for key customers, priorities, and emergency escalation paths. Proficient at gauging the difficulty of requests while considering priority.
  • Primary phone and email support role to solve customer needs and requests promptly while striving to exceed department responsiveness goals.
  • Provide internal and external customers with answers to general questions regarding sales tools, product specifications, product information, etc.
  • Handle basic customer situations upholding and/or improving customer perception; solve or escalate as appropriate, customer problems as expeditiously as possible.
  • Review technical support documents, application solution write-ups, FAQs, and other supporting materials.
  • Answer customer phone calls professionally and consistently; interface customer calls with the CRM system.
  • Use CRM system for all customer and sales process data to ensure proper documentation and retention.
  • Guide customers to the best resources to fit their needs including technical support, distribution information, and other relevant information the customer may require.
  • Provide a highly responsive service-oriented interface for Field Sales, distributors, and customers.
  • Mentor / train on products, systems and services to direct sales teams, distributors, and/or customers.
  • Recommend process improvement solutions.

 

QUALIFICATIONS:

  • Two-year technical degree or equivalent technical customer service experience required, Engineering Degree preferred.
  • Demonstrated ability to interact with customers successfully preferred
  • 2 years of industrial automation experience preferred
  • High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email.
  • Problem solving skills
  • Computer proficiency with Microsoft (Word, Excel, Outlook, PowerPoint) and Internet applications.
  • Occasional travel for training and customer interactions (up to 20%).
  • Ability and willingness to work alternative schedules including weekend, and on-call hours as needed. This is 3rd shift – 6pm-6am ET on a 2-week rotation where one week is Mon/Tues/Fri/Sat and the other is Sun/Wed/Thurs.
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