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Client Relations Technician
Buffalo Grove, IL
Category: Administrative
Salary: 45,000.00
Reference ID: 10008632
Shortcut: http://addisongroup.gosnaphop.com/FVomqp
Are you currently an Electrical Engineer or Field Technician looking to transition to an office setting? My client is seeking a professional candidate with exposure to customer service and hands on troubleshooting and repairs of medical and electrical equipment. This role offers excellent benefits, growth opportunities in a corporate environment, and a youthful team environment.
Title: Client Relations Technician
Pay: $55-$70K
Location: Buffalo Grove, IL
Responsibilities
- Knowledge of technical aspects of electrical equipment and its operation, repair, and maintenance
- Ability to run diagnostics, analyze, repair, and test laser equipment
- Provide level II troubleshooting expertise, identify symptom and diagnose
- Generate service estimates, Review Quality Control documents, Create Service Reports, Monitor and report on service trends
- Handle a continuous flow of inbound calls and emails
- Create and manage customer service tickets, handling open tickets from start to finish
- Provide customer service while documenting continuous touchpoints with customers
- Investigate and resolve cases while problem-solving with a high customer focus
- Relationship development, providing a positive customer experience while building a lasting rapport
- Schedule and document preventative maintenance (PM)
- Process sales orders, coordinate return authorizations, and check product and service availability
- Effectively listen to ensure customer perspective is understood and provide feedforward on customer journey improvements
- Deescalate tense situations and provide a calming presence
- Coordinate and partner with various departments, engaging in effective interdepartmental communication
- Be knowledgeable about current company policies, procedures, and directives
- Continues improvement towards what the company does to support the business and success of internal and external customers
- Work within our CRM and ERP systems, Salesforce and NetSuite
Qualifications
- HS Diploma
- 2+ years of experience with hands on repair, field technician, or level 2 technician experience working with medical, laser, and highly technical capital equipment and machinery
- CRM & ERP experience is preferred
- Will not consider candidates who repair phones, laptops, or smaller and more disposable technology.
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