Knowledge of cold and hot water pressure washers and water
recovery systems, able to quickly troubleshoot technical problems
(Mechanical, electrical, plumbing, combustion and vacuum).
Familiar with a variety of the field concepts, practices, and
procedures. Relies on experience and judgment to plan and
accomplish goals. Performs a variety of complicated tasks; A wide
degree of creativity and latitude is expected.
Ability to communicate complex technical issues in business
language, demonstrate ownership and manage incident resolution from
end-to-end in a highly responsive manner, escalate and provide
visibility, as appropriate.
Interact with distributors and end users providing advanced
technical support through phone, video, chat and e-mail support or
face-to-face when required.
Ensuring that the highest levels of service are delivered to our
customers; resulting in world class levels of customer satisfaction
DUTIES AND RESPONSIBILITIES:
Responsible for non-conformance parts, components and machines.
Responsible to provide Technical Assessment and/or Evaluation of
any RMA (as per request). Responsible for providing RMA estimates
in a timely manner to RMA Technical Service Department.
4. Responsible for initiating and completing all RMA related
5. Responsible for evaluating, verifies, inspects, scraps, tests
and or repairs and releasing machines to customers and or finished
goods inventory (if applicable).
6. Supports technical assessment to the Assembly and Testing
Stand Areas (as required).
KNOWLEDGE AND PERSONAL ATTRIBUTES:
Exceptional interpersonal and communication skills - both verbal
and nonverbal. Good command of English language for professional
level communication with customers. Demonstrated ability to think
critically and logically under pressure. Must have the ability to
take initiative and work in a fast-paced environment while
balancing multiple demands, addressing shifting priorities and
maintaining focus. Must have a strong aptitude for technologies and
company policies. Must be customer centric and believe in global
teamwork, collaboration, adaptability and initiative. Demonstrate
leadership abilities and the ability to make quick decisions while
maintaining a calm, professional presence during high stress times.
Must work well with teams and have a positive winning attitude.
Responsibility for the accurate impact analysis of the customer
service consequences of new initiatives and products, identifying
resultant savings or costs, and driving successful implementation.
A skilled and experienced Technical Support professional, with
sound knowledge of Contact Centre performance management
techniques, technology, processes and data. Ability to understand
the financial implications and be cost conscience. Prior technical
support experience demonstrating and high attention to detail with
the ability to understand complex workflow systems. Excellent
logical problem-solving skills and must meet Quality standards in
place and be able to keep KPI measurements. Must be able to lift to
50 lbs. and can maneuver machinery. Must be able to work under
warm, hot, and humid environmental conditions.
* High school diploma or equivalent; previous machine,
mechanical, technical and/or electrical experience preferred.
* Proficiency in use of MS Word, Excel, PowerPoint and Outlook
email. * Working knowledge of ERP systems, and willingness to
Nilfisk, Inc., is an Affirmative Action/Equal Employment