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Technical Customer Service Representative

Location: Hampton, Georgia
Job Type: Full-time

Job Function:

The Technical Customer Service Representative is focused on achieving and maintaining a reputation and perception for high quality and customer satisfaction for the Switch Division. This position provides strong technical support and responsiveness for customers and defines and deploys the customer service processes associated with warranty and CSR issues. The role will act as a coordination and funnel point for the follow through and execution in response to customer related issues.

Essential Responsibilities:

  • Provides warranty and after sales support.
  • Works cross-functionally to determine root cause diagnosis and to develop long-term corrective actions and resolutions to full customer satisfaction.
  • Collaborate with Marketing, Sales and General Manager regarding customer satisfaction and commercial issues.
  • Investigate Customer Service Requests (CSRs) to ensure timely handling, complete documentation and coordinate resources to create solutions.
  • Survey and measure customer satisfaction annually and drive needed improvements.
  • Interface with Quality to ensure a tie out to companywide metrics.
  • Travel to customer locations to maintain relationships and resolve issues, as required.
  • Support commission tools and materials such as FAQs, diagnostic guides, quick adjustment guides, gauge and jigs, to reduce field issues and shorten the time to resolution.
  • Support and improve processes and working relationships with appropriate SSL support groups.
    • Service Division (FSRs, post warranty support, etc.)
    • Shipping (packaging and freight handling)

Minimum Qualifications:

  • Bachelor’s degree in mechanical or electrical engineering or a combination of education and experience equivalent to a Bachelor’s.
  • At least five years of experience working within a manufacturing engineering environment.
  • Experience interfacing with customer’s technical representatives
  • Customer quality assurance experience.

Preferred Qualifications:

  • Technical knowledge of Utility disconnect switches and customer technical interaction.

Technical Customer Service Representative

At Southern States, you will enjoy an excellent benefits package, including 11 paid holidays, 401K retirement savings, medical, dental, and other benefits.

Southern States, LLC provides equal employment opportunities (EEO) to all employment without regards to race, color, religion or belief, sex (including pregnancy), gender, sexual orientation, gender identity and/or expression, marital status, national origin, age, physical or mental disability, veteran status, genetics, or any other characteristic protected by federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.