Service Representative

About this role

Job Description:

We are   seeking   highly motivated and experienced   service representatives   at our   Factory Service Center s   to join our dynamic team !   Under the direction of the   Factory Service Center Branch   Manager , the   Service  Representative will   be responsible for   deliver ing   a high level of customer support and satisfaction   and   driv ing   operational efficiency   and quality in a safe work environment   in accordance with prescribed procedures to ensure proper functioning, safety and reliability   in support   of   the   Milwaukee Tool product line   in the Factory Service Center .   The ideal candidate will   seek   to gain   technical   expertise   and   possess   a customer-centric approach   as par t   of a   high   performing   team .  

Duties and Responsibilities  

Culture Alignment:  

• 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.  

Operational Excellence:  

• 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.  

Customer Service Excellence:  

• 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   F ield   Sales   team .   

• Act as a liaison between Service   branches   and our end users.  

• Respond to   user   inquiries   and requests   while   assist ing   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.  

Quality, Safety & Continuous Improvement  

• 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 s tandards.  

Education and Experience Requirements  

• Requires an education equivalent to   a   high school diploma or   GED .   

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

• Preferred   p roficiency   in using various hand and power tools, diagnostic equipment, and software.  

• 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.   

• Strong analytical and   problem -solving   abilities are crucial for diagnosing and repairing equipment issues.  

• Excellent interpersonal, communication ,   and customer service skills for dealing with end users and customers.  

• 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 .  

• Proficiency   in   English, written and verbal.  

• Bilingual (English/Spanish) a plus.  

• Must be proficient in computer skills and Microsoft Office applications.  

• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus,   Train, &   etc.)  

This position offers an hourly pay range of   $27 - $30   in addition to comprehensive benefits including health insurance, paid time off, and retirement options.

Milwaukee Tool is an equal opportunity employer.

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