Customer Service Technician - Chromalox
Ogden, UT
About the Job
AtChromalox, part ofSpiraxGroup, we build advanced thermal technologies for the world’s most challenging industrial heating applications. Headquartered in Pittsburgh, Pennsylvania, we do it better and have been doing it longer than anyone else.
Chromaloxstarted with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technologythat launched an entire industry.
That pioneering, innovative spirit continues today.Built on opportunity and innovation,Chromaloxhas grown to serve more global markets and industries.We excel in industries that havehigh expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs.
Join us as we continue to provide solutions to our customers and the world!
The Role:
Under minimal supervision, handles and follows through on customer requests for delivery, service and product information. Trouble shoots, analyzes and remedies more difficult and complex customer problems or issues using independent judgment.
Responsibilities:
- Takes incoming field sales inquiries regarding product or service and operation or maintenance. Inquiries may be in the form of web tickets (e-tickets).
- Responds to calls by using BOM and drawing lookups, replacement part order instruction, and catalog references.
- Provides order status information: ship schedules, proof of delivery, MRA’s, service parts.
- Provides technical guidance to customers and/or directs the customer to other company personnel who have the needed product knowledge and experience to provide the guidance for a particular issue.
- Acts as a liaison in coordinating service needs between the customer and planning, purchasing, production or engineering.
- Documents and communicates complaints of product or service failures to Quality.
- Works individually and as a team to develop and implement quality and efficiency improvements.
- May be required to cross train and demonstrate competency on all essential job functions of the department.
- Establishing and maintaining interpersonal relationships; training and teaching others.
- Maintenance of a clean and orderly work area free of excess materials.
- Support of and involvement in company, department, and/or safety policies, procedures, programs and activities.
- Associate's degree in a technical, engineering or manufacturing field or a combination of education and experience with experience in customer service, project management or planning/scheduling or equivalent with similar complexity of product and/or service.
- Must have knowledge of a variety of computer software applications, in word processing, spreadsheets, database and presentation software including but not limited to Word, Excel, and PowerPoint.
- Requires working knowledge of JDE or similar system and standard manufacturing processes.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, proportions and decimals. Ability and understanding of various measuring devices in meeting drawing dimensions and specifications.
- Ability to read and interpret documents such as blueprints, work orders, work instructions, diagrams, safety rules, operating and maintenance instructions, and procedure manuals. Good verbal and written communication skills.
- Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
- Requires high level of phone etiquette and customer service skills.
