Customer Service Repair Diagnostician Lead presso Palmetto State Armory
Palmetto State Armory · West Columbia, Stati Uniti d'America · Onsite
- Professional
- Ufficio in West Columbia
JOB PURPOSE |
The Customer Service Repair Diagnostician Lead handles customer inquiries and complaints to help diagnose and resolve customer issues. This position provides guidance and support to the Repair and Diagnosticians team. This position provides alternative solutions for returns and/or repairs with the objective of retaining customer's business. The primary responsibility of this position is to ensure a timely resolution to customer issues. This often means helping the customer understand their product and how to fix the problems without having the product returned for repairs. When possible, this position may determine the problem resolution can be fixed by sending a replacement part(s) to the customer to correct the issue without sending the product in for repairs. This position utilizes critical thinking skills, as well as decision making skills for prompt resolution that has a positive ending result for the customer and the company.
DUTIES AND RESPONSIBILITIES |
- Provide guidance and support to the Repairs and Diagnosticians team.
- Assist the Quality Manager and team on implementing process changes and or policies that affect the department.
- Collect data to be used by the Quality Control department and Customer Service department to improve our customer satisfaction with products and service.
- Must be patient and have pleasant telephone skills.
- When not fielding customer calls, this position will be performing repairs on customer returns.
- Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed.
- May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, video conferencing, and phone, depending on the customer needs.
- Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level.
- Prioritize customer's orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed.
- All other duties, as assigned.
QUALIFICATIONS |
Required Qualifications include:
- High School Diploma or equivalent.
- Previous experience on a leadership role required.
- Previous experience as a Repair Technician preferred.
- Firearms manufacturing experience or gunsmithing experience.
- Proficient experience with diagnosing and/or repairing PSA products.
- Proficient experience operating a computer in several different platforms.
- Excellent oral, written, and leadership skills.
- Time management & organizational skills are essential.
- Maintain confidentiality as required.
WORKING CONDITIONS |
While performing the duties of this position, the employee is subject to a typical office environment, including heavy PC and phone usage. Work is performed in an open office environment. The noise level in the work environment is usually moderate. Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required based on workload. Additional training may be required based on business needs.
PHYSICAL REQUIREMENTS |
Heavy PC and moderate phone usage. Sitting for long periods of time. Occasionally lifts from floor to waist up to 10 pounds, carries up to 10 pounds and walks or stands.
DIRECT REPORTS |
N/A
Must be 18 years of age.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
Export Control Compliance Notice
This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.
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