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Customer Support Representative (Service)

Position Title Customer Support Representative (Service)
Business Division Hamilton Robotics

Reno, NV

Job Description

Hamilton Robotics  is looking for a Customer Support Representative (Service) for a busy office environment. This position will assist in the coordination of work efforts for the entire Robotics Department.

Essential Job Functions
  • Process reports to track Field Service Engineer (FSE) utilization.
  • Schedule preventative maintenance each month completed by the FSE.
  • Create billable service call quotes.
  • Provide Engineers and their Managers monthly copies of PM’s that need to be completed each month.
  • Receive customer calls from the Service Hotline and dispatch to the appropriate Field Service Engineer.
  • Help FSE maintain individual inventories.
  • Assist in establishing reports as needed.
  • Ensure department compliance with ISO requirements, including maintenance of documentation, review of policies, and handling periodic inspections.
  • Process field service closeouts-including the data entry of repair details, invoicing of billable transactions, initiation of billable quotes, and forwarding repair details to customers.
  • Maintain service log and payroll reports for Field Service Personnel.
  • Work closely with Field Service Engineers and shipping department to provide service parts.
  • Work closely with Logistics and shipping to insure correct parts are shipped to FSE.
  • Work with Service personnel to implement and maintain customer relation management (CRM) database for service personnel.
  • Create Return Material Authorization's (RMA's) for field to return unused or defective parts.
  • Assist in maintaining Field Engineer tool calibration.
  • Assist in annual budget calculations for Service Department.
  • Complete all the above responsibilities within given budget parameters.
  • Must have excellent verbal and written communication skills. 
  • Must have Microsoft Office experience, i.e. Outlook, Word, Excel, Access and PowerPoint.

Education and Experience
  • Must have at least 5 years customer service experience.