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Technical Customer Service Representative

Date: Jul 1, 2021

Location: Conyers, GA, US, 30013

Company: Dover Corporation

At Anthony, a Dover Company, we are a team, and every team member contributes to our vision: To enhance people’s lives through safe and efficient merchandising technologies.  For over 60 years, our products have been part of the critical path of the food chain that starts with the farm and ends with your family consuming fresh, safe and healthy foods.  We are leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe. 

As food delivery and technology converge, now more than ever, each employee at Anthony is a critical link in the chain that allows food to successfully reach consumers every day.  New ideas and new innovations are fueling Anthony’s future. We seek individuals who are positive, accountable, results driven and great managers of self to join us in the quest for innovation. Anthony offers a blend of a small company atmosphere with the benefits of large company scale, tools, and career opportunities.  We are committed to recruit, develop and retain top talent - join our team today!

Title:

Technical Customer Service Representative

FLSA:

Hourly (non-exempt)

Location:

Conyers, GA

Department:

Quality

Reports to:

Warranty Manager

 

Anthony International is the world’s largest manufacturer of specialty glass refrigerator and freezer display case doors, lighting solutions, and supermarket merchandising systems. For over 50 years, we have provided innovative products, dependable after-sale support, and unmatched client satisfaction. Anthony is an operating company of Dover Corporation (DOV: NYSE), a diversified global manufacturer and Fortune 500 company.

We offer competitive salaries and a comprehensive benefits package featuring medical, dental, vision, life insurance, 401K with matching and 11 paid holidays per year. If you are interested in this exciting opportunity, please submit your cover letter and resume to careers@anthonyintl.com

 

Job Summary:

 

Provide superior customer service on Anthony products. Process warranty claims and provide technical support to customers over the phone and via email. Research warranty and failure reports and resolve customer issues. Diagnose and troubleshoot equipment malfunctions and non-conformances. Order warranty parts and assign contractors to site visit service calls. Interact with customers in a courteous and respectful manner.

 

Essential Duties and Responsibilities:

 

  • Communicate directly with external sources (e.g. Customers, Sales, Contractors, etc.) regarding field concerns/complaints.
  • Handle technical support cases through phone and email submission. Provide information about Anthony equipment and assist external parties with problem resolution.
  • Validate warranty claims against warranty terms and conditions.
  • Identify and implement solutions to field issues as needed, including but not limited to placing parts orders, hiring contractors, and coordinating service calls with Sales, Field Support, Contractors, and Customers.
  • Track parts shipments and follow up with contractors on schedules and execution. Keep customers informed on planned and completed actions during claims resolution.
  •  Maintain service level agreement with customers.
  • Maintain composure and patience when facing difficult customer situations.
  • Build and maintain successful relationships with dealers, service providers, and customers.
  • Assist with research and screening of Service Contractors.
  • Participate in internal Corrective Action groups as needed to provide detailed information and improve overall quality of outgoing product.
  • Track warranty and labor costs.
  • Occasionally may be required travel to field site to participate in corrective action.
  • Other duties as assigned.

 

Qualifications:

 

  • Excellent verbal and written communications skills.
  • Excellent customer service and problem-solving skills.
  • Ability to read manufacturing drawings.
  • 2+ years direct customer assistance or customer service B2B.
  • 3+ years of refrigeration experience (refrigerated display case manufacturing, installation, service or parts support) or similar qualification.
  • Ability to occasionally work overtime and/or weekends when required.
  • Experience with improvement methods preferred. For example: investigating and troubleshooting product issues; developing corrective actions, solutions, and improvements.
  •  AS400 or other DOS-based ERP experience preferred.
  • Proficiency in MS Word, Excel, PowerPoint, Outlook, SharePoint.

 

Education:

 

  • High School Diploma or GED (Associate degree (AA) or equivalent from 2-year college or technical school preferred).

 

Physical Demands:

 

  • While performing the duties of this job, the employee is required to sit and stand for prolonged periods of time.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Georgia : Conyers

Sub Division : Conyers

Job Requisition ID : 34499


Nearest Major Market: Atlanta

Job Segment: Customer Service Representative, Sharepoint, Field Service, Customer Service, Research, Technology, Manufacturing