Role and Responsibilities
ROLE AND RESPONSIBILITIES
Responsible for responding to customer requests and questions regarding EDCO’s products. To analyze and rectify customer concerns using established procedures. Represent the company to customers in a way that promotes a positive relationship from the perspective of the customer. Support EDCO product sales, through customer training, applications questions, and order entry. Work with the Distributor/Dealer Markets in order to achieve sales and training goals.
• Prepare official quotes to comply with pricing and term rules set for EDCO Direct and EDCO’s distribution partners.
• Support EDCO Master Distribution by guiding various EDCO product consumers/end users through this channel to purchase EDCO products.
• Provide product training and technical support to municipal users, dealer/distributors, contractors, and general rental companies.
• Respond to incoming customer requests/questions/ orders by telephone and e-mail in a timely, courteous, and professional manner to ensure customer satisfaction
• Read and understand Schematics
• Process equipment, accessory, and parts orders
• Notify customers of back orders and order status, using a computer, promptly to ensure customer satisfaction
• Recommend replacement parts and preventative maintenance
• Diagnose mechanical issues for customers and provide appropriate solutions
• Process warranty claims based on the company’s RMA and Warranty Claims
• Accurately document customer issues within a case/claims system
• Continue to expand and update your knowledge of EDCO’s product line through regular internal and external training
• Some outside travel for training or tradeshows may be required
• Other duties as assigned
Required Skills
- Strong organizational skills along with excellent oral and written communication ability
- Ability to work well under pressure
- Adhere to company’s attendance policy
- Set a high standard of conduct and productivity
- Must be able to type 20 words per minute
- Abide by company policy on matters related to civil rights of employees
- Knowledge of Microsoft Outlook, Excel, Word, Power Point
- Coachable
Preferred Skills
- Ability to learn MRP/ Data entry systems
- Construction, manufacturing or equipment related experience preferred
- Ability to work independently
- Ability to establish rapport, and respond to questions using the telephone and e-mail.
- Strong mechanical background
- Excellent attention to detail
- Understand machine parts breakdown/rebuild
- Ability to visualize conceptual details or descriptions
- Ability to sit for extended periods of time (up to 8 hrs. in one day, 5 days per week)
- Ability to problem-solve
Personal protective Equipment:
- Safety glasses
- Steel-toed shoes
- Ear plugs
Work Environment:
An office setting (desk, chair, etc.) that is both carpeted and has linoleum flooring. The use of stairs may be necessary, yet an elevator is available. The office environment is air conditioned/heated and the noise level can vary from normal to high depending on the volume of telephone calls and occasional warehouse production onsite.. A warehouse setting with concrete floors may also be presented. The temperature will vary with the seasons (hot/cold). The use of stairs may be necessary, yet an elevator is available. The noise level is loud.
