Customer Service Technician

Responsibilities

• Responsible for effectively resolving customer and manufacturing identified issues utilizing effective problem solving techniques, through direct interaction with both Teknion’s internal and external customers.
• Act as primary customer contact regarding field quality concerns associated with standard orders, large projects and mock-up orders.
• Liaise with other departments and divisions in order to ensure issues are resolved in an efficient and effective manner.
• Respond to requests for loaner chairs, and schedule deliveries and/or pickups for Seating Service Technician.
• Determine proper course of action with respect to defective product in accordance with Teknion’s guidelines.
• Provide prompt and courteous responses to Teknion Dealers, Customer Service, Sales Representatives and Plant Manufacturing Operations staff.
• Monitor general trends of product service concerns and report findings to Engineering, QA, Customer Service and Production Management verbally or in writing. Gather feedback and provide status reports on customer concerns.
• Identify and recognize possible future issues with respect to the long term reliability of Teknion products. Initiate ideas that will result in the elimination of future service problems.
• Report on any large pending service/warranty repairs so as to determine the most cost-effective course of action.
• Ensure that all chargeable service work or purchased mock-ups are documented and a P.O.# is acquired from the Dealer/Customer.
• Travel to job sites as required to identify and/or resolve quality issues.
• Schedule service/site visits for Seating Service Technician for warranty claims.
• Mobilise and supervise work crews necessary to the completion of on-site service projects. Work with Teknion Seating Plant Management to draw from the factory floor, competent assistance for the swift completion of large service jobs.
• Work directly with production and shipping to expedite replacement products or parts as necessary.
• Create CR’s for claims and pricing, and provide CR information to dealer and component hotline.
• Perform other quality projects and similar activities as assigned.