As a key entry point for technical phone assistance for our customers, the Equipment Support Hotline Agent is responsible for :
Quickly responding to customer calls, assessing customer's requirements, and determining the most cost-effective solution(s) to the customer's problems.
The incumbent provides general technical consulting distinguishing among hardware, software and / or customer training issues to provide a phone-fixable solution or dispatch a task with the appropriate resource at minimum company expense.
The hotline agent analyzes data to enhance customer satisfaction, classifies customer complaint information according to appropriate regulatory requirements for compliant solutions, delivers value to customers with innovative and effective responses to their evolving needs and business issues.
The hotline agent owns & partners in implementing support plans, escalating customer issues to the appropriate management level stakeholders and providing on-site assistance & training when needed.
The Agent seeks service support offerings and sales opportunities when applicable to promote the Pall brand and grow market share.
KEY RESPONSIBILITIES FOR THIS POSITION
Drives a sense of urgency and focus to ensure customer needs are addressed promptly and with an emphasis on a first time problem resolution
Applies excellent follow-up skills to insure we exceed customer expectations and close all outstanding issues
Leverages strong communication and listening skills
Serves as a clear advocate for the customer (internal and external) and is a steward for the company
Demonstrates business acuity through understanding the differences in needs of big and small customers
Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
Experienced with managing and resolving high-pressure customer issues, including product performance issues and technical escalations
Able to effectively price and position service solutions for both existing and new equipment, considering expected costs to proactively manage profit margins
Leads by example to help develop and foster a robust continuous improvement culture for the hotline function
Tracks issues and solutions helping the organization identify systemic business issues that can be looked at broadly for DBS problem solving tools to be applied
Ensures all hotline and customer related processes are documented and improved
Develops and drives accountability around daily management and monthly KPIs
Supports business activities to improve on-time delivery improvements
Uses quality metrics First Time Fix Rate, Customer Satisfaction reports, Net Promoter Scores.
Quality and delivery : response time, ticket aging, call closure rate, etc,.
Essential Requirements :
Minimum of 2 years of experience in a Hotline or Customer Service Support
Minimum of 2 years of experience in operating any technical service or instrumentation products, would be beneficial.
A technical Degree or equivalent experience in Engineering or related science field of study.
Fluent in German, English and French or at least at a high conversational level
Preferred Requirements :
BS / BA Degree or related experience in Engineering or related science field of study.
The ability to troubleshoot and apply a logical decision-making process towards resolution of hardware, software, and methodology related problems.
Excellent verbal and written communication skills
Experience with SAP, CRM, SMS is desirable
Good understanding of teamwork and good customer service skills.
Position Competencies :
Diplomatic, tactful and ability to maintain composure in tough situations.
Cheerful phone conversationalist and positive advocate for the company.
Ability to work on own initiative.
Technical proficiency and aptitude in reading / understanding installation and repair documentation and other product documentation with strong analytical skills.
Strong command of Microsoft Windows / Office products : PowerPoint; Excel, Word.
Excellent written and verbal communication skills, including listening and advanced problem-solving skills and the ability to positively influence.
Attention to detail while understanding the wider business impacts of a customer’s service inquiry / request.
Results oriented with the ability to balance other business considerations
Languages required : English, German, and Dutch. French is a plus.