Technical Customer Services

Job DescriptionTechnical Customer Services- Support technical inquiries in a prompt, accurate manner. Actively gain product knowledge, internal and external relationships as required. - Communicate with customers, representatives or service technicians via telephone and email concerning product and service issues. - Share technical & customer services information with applicable team members and Engineering, as required.- Maintain technical customer support interaction with designated personnel in NY and CA.- Recommend and assist in development of procedures (technical, not IT) for website to improve Technical Service - Input customer, technical data, and service call reports into company CRM program.- Provide engineering with data on parts and products as required for improvements, corrective action, upgrades, cost reduction, performance optimization -etc. - Support field service organizations products with training and seminars. Assist Technical Service team in developing the network as required for effective coverage in the US and Canada. - Participate in the RMA product returns procedure to insure customer satisfaction, product quality and warranty expectations are met.- Occasional domestic travel to repair equipment in the field.- Legal and Insurance o Respond to possible claims according to Technical Service corporate procedure. o Compile and monitor assigned field events and call reports that are possible claims for management.o Consult with management, and if advised notify insurance company of claims or possible claims with -FOR RECORD PURPOSES ONLY- notification. - As with all Technical Service reps, maintain the bridge between Technical Services Department and Engineering for the transfer of required information. Engineering Technician- Provide laboratory support to Engineering as required. This may be as much as 100% of time during slow seasonal periods.- Provide engineering with information on field installation, usage and maintenance of prototypes, first articles, production parts and products.- Monitor and report on beta testing. - Review technical literature for accuracy and efficacy.Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- At least two years- experience in a technical, customer support role.- Electrical and mechanical product experience: experienced with multi meter equipment, basic electrical and plumbing knowledge.- Hands on electrical and mechanical troubleshooting experience.- Demonstrates ability to be a team player by actively participating in assigned teams as well as intercompany, cross-functional and/or special committees.- Demonstrates communications skills necessary to effectively interact with coworkers and outside contacts. Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]