Technical Customer Service Representative at Havis, Inc.

Job Title: Technical Customer Service Representative

Department: Technical Service & Support

Accountability: This position reports to the Technical Service & Support Manager

Job Description/Duties:

• Front-Line contact for all inbound Technical Services communications via phone, email and web
• Create and assign Technical Support tickets for all incoming support inquiries
  • Accurately document customer contact information, requests, symptoms and initial troubleshooting details during intake
• Create return for repair (Service Orders) from customer requests received via phone, email or web
• Quote non-warranty repairs and communicate clearly with customers regarding service costs and timelines
• Escalate customer concerns to appropriate personnel as needed
• Maintain accurate and detailed records of all customer interactions and service activities
• Collaborate with Repair & Technical Support teams to ensure timely handling and communication of service cases
• Communicate and coordinate with internal departments, as required
• Manage all domestic shipments, coordinating carriers and ensuring timely delivery
• Monitor office supply needs, request supplies through Purchasing, and receive deliveries as needed
• Assist with other administrative or departmental support tasks as assigned

Minimum Requirements:

• Proven experience in a customer-facing or technical support environment
• Excellent verbal and written communication skills
• Strong listening and annotation skills for accurately capturing technical issues and customer feedback
• Proficiency with Microsoft Office products (Word, Excel, Outlook)
• Experience using CRM and ERP systems
• Ability to manage multiple priorities and adjust to shifting demands in a fast-paced environment
• High attention to detail, accountability and follow-through
• Dependability, punctuality and a strong sense of ownership of assigned tasks
• Ability to follow structured processes while also exercising sound judgment when needed
• Comfortable sitting for extended periods and using a multi-line phone system

Company Details

Havis is at the forefront of revolutionizing industries by unlocking the full potential of technology to drive productivity and enhance safety through innovative mobility solutions. We take pride in being the trusted partner of choice for technology providers, enabling them to move business forward in a wide range of industries, such as Retail & Hospitality, Public Safety, Energy & Utilities, Warehouse & Distribution, Field Operations, Transportation & Logistics, Healthcare, and Military Defense.

Havis designs and manufactures market-leading Computing, Mounting, Power, and Transport Solutions. Our engineering and product development centers serve as the backbone of our commitment to excellence. With a team of highly-skilled engineers who have a deep understanding of design, manufacturing processes, and cutting-edge technologies, Havis consistently delivers products that set our market and industry standards and exceed customer expectations. Our state-of-the-art manufacturing facilities complement our engineering capabilities, allowing us to bring our design concepts to life with precision and efficiency. Our focus on quality and rigorous testing protocols ensures that our products are built to withstand the demands of real-world applications.

We are a dynamic and customer-focused company that continuously strives to meet and exceed the evolving needs of our valued customers. We firmly believe that collaboration lies at the heart of successful partnerships, and we actively engage with our clients to understand their unique requirements, challenges, and goals. By fostering open lines of communication, we work together to develop innovative solutions that drive safety, productivity, and, ultimately, customer satisfaction. Havis collaborates with partners and customers to provide product information, installation support, updates on industry testing and validation requirements to solve diverse challenges in the field.

Havis, Inc. -  Website: www.havis.com 

• Headquartered in Warminster, PA 
• ISO 9001 and 14001 Certified - Quality Management System 
• Fast growing company in a niche, growing marketplace 
• Company offers Health, Dental, Vision and 401(k) Plan with employer match 
• 100% employer paid STD, LTD and Life & ADD benefits
• Generous paid time off (PTO) and holiday benefits
• Competitive pay commensurate with education, skills, and experience

Prepared by: Human Resources

Approved by: Technical Service & Support Manager