Job Expired
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This posting has expired and applications are no longer being received and this job does not show up on the main job list.
| Position Type: | Full-time |
| Location: | Guelph, ON |
| Date Posted: | May 07, 2021 |
| Experience: | 2 Years |
Job Description
POSITION SUMMARY
Responsible for ensuring that the aftermarket and service needs of our customers, reps and potential customers are met in a professional and timely fashion. Responsible to be the face of the customer and to provide an excellent customer service experience. Also in this role the CCS will assist the Technical Support Specialists with escalated customer issues, problem solving and customer satisfaction gaps.
ACCOUNTABILITIES
- Provide problem identification, diagnosis and resolution information to both internal and external customers Advise and validate proposed service solutions/plans
- Ability to exercise judgment in situations needing escalation to another level
- Attain a strong working knowledge and thorough understanding of all VIQUA products in order to assist customers
- Provide efficient and courteous customer service at all levels
- Assess the potential for sales or additional goods/services, service contracts, etc., and makes recommendations for further development
- Pursue continuous improvement initiatives
- Liaise internally with Technical Support Centre (TAC)/ Regional Sales Manager(s)/Engineering and QA to resolve technical issues
- Achieves superior ‘Customer Care’ services by investigation and responding to external and internal enquiries or issues in a timely manner to prevent long term problems
MEASURES OF PERFORMANCE
- Customer Satisfaction with respect to Viqua Service Support
- Customer Satisfaction with Viqua after the system purchase
- Listens and responds to customer needs (Customer Focused)
- Builds and maintains good working relationships with sales organization and peers; works collaboratively. (Builds People, Teams & Organizations)
- Supports vision and purpose; provides direction needed to operationalize and drive to action. (Charts the Course)
- Proactively gathers different views on how to approach and solve a problem; approaches problems analytically rather than jumping to superficial conclusions. (Leads through DBS)
- Excellent customer service skills and ability to communicate across levels and cultures
- Uses Voice of the Customer to drive Customer Satisfaction
- Familiarity with and understanding of electrical, electronic, and mechanical systems
- A preference given to individuals with experience in dealing with technical issues in a customer service setting
- A team player, able to work independently as well
- Excellent written and verbal communication skills
- Fluent in both French and English (verbal and written) considered an asset
- Construct plans to deal with customer grievances
*If interested, please apply through our website: https://www.trojantechnologies.com/en/about/careers
Trojan Technologies provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hr@trojantechnologies.com
