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About the Role

In this role, you will work closely with our field service technicians, customers, technical support and Sales teams to provide excellent customer and after-sales service, reporting to the Global Service Coordinator.

Responsibilities

• Process Field Service Orders, Purchase Orders, and follow-up calls in a timely manner.
• Assist customers with equipment and field-related problems and offer economic solutions.
• Helps create and maintain role-related workflows.
• Schedule field site visits with internal technicians or service providers.
• Maintains weekly, monthly and annual habits as scheduled.
• Complies with responsiveness times per regional KPI’s.
• Processes, approves and follows up on warranty claims and warranty returns.
• Assists with warranty returns and resolution by creating warranty return authorizations.
• Supports Canada Service Manager in following up with customer claims, quotes and post-service follow-ups.
• Participates in daily, weekly and monthly meetings for responsiveness improvement.
• Works closely with Production, Quality & Logistics teams to fulfill warranty and service orders.
• Supports sales teams in after-sales support activities, warranty or non-warranty services and reports.
• Communicates with end users on findings, recommendations from the field and warranty exceptions.
• Assists L1/L2 technical support in call logs, parts shipments and service requests.

Requirements

• University Degree or equivalent.
• Three to five years of experience in a fast-paced service or customer service type environment is a requirement.
• Strong PC Skills; Word and Excel are a must.
• Strong English communication skills, both verbal and written.
• Creative problem-solving skills and the ability to manage conflicts within various organizational structures.
• The capability to simplify complex problems, conduct root cause analysis, and provide clear, well-thought-out recommendations.
• Team-oriented leadership skills with a proactive approach.
• An ability to communicate openly and authentically in all situations.

Skills

• HVAC experience
• Proficiency in French or Spanish
• Word
• Excel

Experience Level

• Three to five years

Education Level

• University Degree or equivalent

About the Company

• Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents.
• Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.
• As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day.
• You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.
• By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology.
• You’ll have endless opportunities to learn, grow, and make a significant impact on the world.
• Together, we'll build tomorrow’s solutions today.