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About the Role

Seeking highly motivated and experienced service representatives for Factory Service Centers. The Service Representative will deliver high customer support and satisfaction, drive operational efficiency and quality, and ensure proper functioning, safety, and reliability of Milwaukee Tool products.

Responsibilities

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team.
• Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.
• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.
• Apply problem-solving skills to address issues and provide timely solutions.
• Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs.
• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.
• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.
• Position self as an expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations.
• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.
• Act as a liaison between Service branches and our end users.
• Respond to user inquiries and requests while assisting with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions.
• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns.
• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.
• Report operational irregularities and defective materials for quality control.
• Recommend areas for improvement and assist in process enhancements.
• Help implementation and practice and execute 6S.
• Maintain and update required resources, fixtures, and equipment within the branch to ensure locations follow Milwaukee Service quality and standards.

Requirements

• Requires an education equivalent to a high school diploma or GED.
• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Must possess practical business communication skills and the ability to understand the local branch market.
• Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others.
• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)

Skills

• Customer service
• Technical expertise
• Customer-centric approach
• Problem-solving
• Inventory tracking
• Equipment usage training
• Basic troubleshooting
• Product knowledge
• Order fulfillment
• Shipping procedures
• Interpersonal skills
• Communication skills
• Computer skills
• Microsoft Office applications
• English proficiency (written and verbal)
• Bilingual (English/Spanish) a plus

Location

• Factory Service Centers

Work Type

• Full-time

Experience Level

• 1-3 years of experience in a customer service position is preferred.

Education Level

• High school diploma or GED equivalent

Salary/Compensations

• $27 - $30 per hour

Benefits

• Health insurance
• Paid time off
• Retirement options

About the Company

• Milwaukee Tool is an equal opportunity employer.

Equal Opportunity

• Milwaukee Tool is an equal opportunity employer.