PDS Tech Inc Customer Service Representative - Repairable (Contract) in Grand Prairie, Texas
Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer fulfillment of orders are within company policy guidelines. Communicate with customers and suppliers on a daily basis regarding resolution of orders, delivery or account problems. Monitor customer orders placed electronically for timely processing fulfillment. Utilize problem solving skills to help customers through their day to day requirements.
This assignment is expected to be open-ended.
Interpret orders on receipt
Create service and purchase orders to send parts to assigned suppliers
Subcontracting part to suppliers
Monitor work in process (WIP) at external repair vendors and maintain status in appropriate tables
Warranty orders are met to guidelines
Periodically analyze and monitor vendor activity for trends and advise management accordingly.
Monitor Contracts with suppliers and apply accordingly
Interpret and manage customer contracts with relations to repairs
Customer Support 40%
Counsel with customers and communicate with other functional areas for technical assistance as required.
Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.
Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities.
Analyze and monitor customer sales activity for trends and advise management accordingly pertaining to subcontract orders.
Provide customer order status as requested and coordinate with the warehouse and shipping when required.
Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales.
Create deliveries and invoice customers when repair is complete
Repairable Support: 30%
Maintain excel spreadsheets of all customer owned repairs assigned. Report Monthly
Support Supplies and Services with Rotable part requirements utilizing worldwide vendor contacts
Assist Co-workers with open WIP.
Provide status to customers on open WIP.
Monitor Rotable Inventory levels
Work closely with manager on things related to department
Other duties as assigned.
Report activity monthly through Microsoft office
Support/ Lead on-going projects pertaining to department as required
Assess and develop solutions to routine problems encountered daily
Participate in activities to enhance systems and business processes as assigned.
Qualified Experience / Skills / Training:
High school diploma or equivalent required
2 years college preferred
Requires 5 years of experience in Customer, MRO, or Logistic support.
Requires at least one year of SAP experience (preferably in Sales & Distribution, Customer Service (CS), MRO or Procurement.
Experience required with subcontracting items for repair
A&P License preferred
Six Sigma preferred
Knowledge, Skills, Demonstrated Capabilities:
Strong organizational skills
Demonstrate the ability to work in a fast paced demanding environment
Strong Communication Skills
Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):
Requires ability to communicate effectively verbally and in written form.
Technical Systems Proficiency:
Microsoft Office (excel)
Decision Making, Complexity:
Meeting customer expectations
Decisions made on cost/ Margins
Meeting inventory demand.
Job Dimensions, Contributions to Success:
Responsible for Customer owned margins are met based on departmental goals
Suppliers are within guidelines
Turnaround times are being met for customer demand
Nature of Contacts:
Communication on a regular basis with internal and external parties.
Onsite: 100% onsite of time that this position must be worked onsite at the company's location.
Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings
Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms
Speaking: Constantly able to speak in conversations and meetings, deliver information and participate in communications
Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment.
Carrying: able to carry documents, tools, drawings, electronic equipment up to 25lbs/14kgs.
Lifting: able to lift documents, tools, drawings, electronic equipment up to 25lbs/14kgs
Pushing / Pulling: able to push and pull small office furniture and some equipment and tools.
Sitting: able to sit for long periods of time in meetings, working on computer
Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
Standing: able to stand for discussions in offices or on production floor.
Travel: able to travel independently and at short notice.
Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
PDS Tech Inc
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