Customer Experience Technical Lead

TEKsystems
$65,000.00 - $70,000.00 / yr
life insurance, retirement plan
United States, North Carolina, Charlotte
Mar 11, 2025
Description: Provide tier II technical support to our Field Service technicians and internal and external customers Create service calls with a strong emphasis on accuracy in details Create service quotations consisting of parts, labor, and travel Work with field service leadership to arrange for technician service visits Review all field service evaluations and completed service and PM forms for accuracy, then update service call with appropriate notes, create new part orders if necessary, schedule revisit, follow up with the customer, ensure service case is closed in the work order management system Consistent and proactive follow-up with customer concerns and resolution Provide a high level of customer service and professionally interact with customers. Responsible for assisting all part returns required for service claims: Reviewing parts that are returned Confirming returned parts qualify for warranty Coding/labeling the parts Filling out the proforma form Logging the complaint into the extranet, then prepare for shipment back to CZ (manufacturer) Complete all necessary steps per the RMA process Correcting any updated part numbers from the manufacturer into the company's internal support system. Tracking and updating all common parts lists. Work closely with the Field Service Team, Logistics, and Warehouse staff. All other duties as assigned Qualifications: * Someone with a background in mechanical work, ideally in areas like beds or HVAC * Strong customer service skills, they know how to troubleshoot customer issues on the phone * Administrative skills for example, maintaining cases, sending out product requests, quotes, and work orders. (Sometimes our field technicians call in for support while they're out in the field.) * The person we hire may also need to look at diagrams or schematics to guide customers through understanding what parts they need and help them order them. * The position is Remote however they will have to travel to the Huntersville office for training so we want to make sure they are ok with that Pay and Benefits The pay range for this position is $65000.00 - $70000.00/yr. Participant will receive company's retirement plan, life insurance, health and accident plan or arrangement from time to time generally made avaialble by the compnay on the same basis as other eligible employees. Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Mar 21, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.