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About the Role
Responsible for providing technical customer service support to all internal and external customers for assigned product line(s).
Responsibilities
- Serve as the primary technical contact for all internal and external customers regarding the service and repair of aftermarket equipment in the field.
- Act as liaison between service technicians and external customers regarding the status of service and repair jobs.
- Receive and respond to all technical inquiries received including from internal and external customers.
- Process customer calls, providing technical assistance, support and follow up.
- Assist with calls regarding product discrepancies.
- Coordinate customers’ service needs with other departments as required to ensure customer service.
- Provide technical assistance and information to external and internal customers to resolve technical problems with products, including service of parts or equipment, repair techniques, and new product changes on parts.
- Troubleshoot equipment issues with external customers and field service technicians.
- Interact regularly and directly with customers, field service technicians and vendors to ensure all products and services function properly and meet established quality and reliability standards.
- Provide internal customers with information on customer requests, product requests or other competitive activity.
- Advise management of product quality or service improvements necessary to increase customer satisfaction.
- Notify field service technicians and management of technical changes to products and field issues regarding products or services.
- Distribute technical information materials, such as technical bulletins, parts and/or repair manuals, to external customers, and field service technicians.
- Maintain technical literature inventory to provide a resource for product and service technical information.
- Refer complaints of product or service failure to appropriate departments for investigation.
- Organize and implement testing of products for known or suspected problems.
- Assist in the design and development of technical training materials and curriculum with the Company’s training department to teach customers about aftermarket equipment, including the development of equipment instruction and use manuals.
- Develop preliminary quotations for customers regarding equipment repairs, refurbishments, part sales and training.
- Review all quotations with the Product Manager prior to presentation to customers.
- Communicate field feedback to management regarding service or product issues.
- Act as a liaison among engineering, sales, and customers.
- Provide information regarding product failures, customer service issues, technical information, and product quality to management on a regular basis.
- Assist in troubleshooting equipment problems, advise of equipment capabilities, and recommend proper replacement parts and repair procedures.
- Develop and maintain customer troubleshooting guide for assigned product line(s) for use by external customers and field service technicians.
Requirements
- Ability to utilize the available time to organize and complete work within given deadlines.
- Ability to communicate in writing clearly and concisely.
- Ability to communicate effectively with others using the spoken word.
- Ability to take care of the customers’ needs while following company procedures.
- Ability to work independently with minimal supervision.
- Prior experience in reading and interpreting hydraulic, pneumatic, and electrical schematics required.
- Prior customer service experience in an oilfield related industry also required.
- Proficient in Microsoft Office applications (Word, Excel, Outlook).
Skills
- Technical customer service
- Customer support
- Technical inquiries
- Product discrepancies
- Technical assistance
- Troubleshooting
- Customer interaction
- Vendor interaction
- Field service
- Product quality
- Reliability standards
- Technical changes
- Technical information distribution
- Technical literature management
- Complaint referral
- Product testing
- Training material development
- Quotation development
- Field feedback communication
- Engineering liaison
- Sales liaison
- Customer liaison
- Equipment capabilities
- Replacement parts recommendation
- Repair procedures recommendation
- Troubleshooting guide development
Location
- Oklahoma City, Oklahoma
- Abilene, Texas
- Austin, Texas
- Odessa, Texas
- Childress, Texas
- Amarillo, Texas
- Dallas, TX
- Sweetwater, TX
Work Type
- Office
- Shop
Experience Level
- Four to ten years related experience
Education Level
- Bachelor’s Degree preferred
- High School Diploma or General Education Degree (GED)
- Associates Degree (two-year technical school or college) strongly preferred
About the Company
- Stewart & Stevenson is Now Hiring
Equal Opportunity
- Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.