Position Overview
In this role, you will have the opportunity to fulfill customer requests by providing technical, order, and problem-related assistance and support to internal and external customers. You will coordinate with relevant stakeholders across all departments to resolve customer inquiries and open requests for information or service(s). This role will require a focus on customer service excellence and will seek ways to improve the customer experience. Project management, task planning, tracking and scheduling are all key skillsets for this role. This position is ideal for someone with strong leadership skills, a collaborative approach, solution-oriented mindset, and a drive to learn new things to ensure the success of exceeding customer expectations.
A. Responsibilities and Duties
Post-delivery customer support, ensuring specification and commercial contractual requirements are fully met.
- At JST, safety is Rule #1. This role will serve as key member of the company’s safety program for customer site visit requirements, access training and PPE requirements before JST employees visits customer sites. Participate and facilitate meetings, design policies and procedures, enforce safety policies and OSHA requirements are known, conduct safety audit tours, provide accident analysis and trends, accidents statistics and reports.
- Respond promptly to customer inquiries via telephone, email or walk-ups and initiate problem resolution activities if needed
- Take an active approach to the efficient resolution of product / service inquiries and escalated concerns and issues from customers
- Foster a collaborative team environment through the sharing of information, facilitating meetings to resolve customer issues quickly and initiate training to promote independent decision making
- Initiate and support continuous improvement efforts to increase customer satisfaction and throughout all product areas.
- Leverage company database tools to create efficiency in the coordination of activities to improve the customer experience
- Work collaboratively with customers and all internal stakeholders to drive completion of open customer requests; assign and track open actions and facilitate meetings when required to maintain proper resolution timelines and promise dates
- Support the processing of warranty / service orders and help coordinate the activities to get the information required to process the orders through SAP, QEMS and Salesforce when required.
- Work closely with deployed Field service teams to track project locations, status and availability of service resources.
B. Qualifications and Skills
- Effective written communication and proofreading skills
- Quality Decision making
- Collaborates across multiple departments
- Extreme patience, pleasant, and professional attitude towards internal personnel, field personnel, customers, and third-party vendors (mainly during intense/stressful moments).
- Ability to read, understand, and relay information, to its simplest aspect, pertaining to JST products & customer request for assistance. (load charts, schematics, operational books, etc.).
- Ability to make sound, stern, and reputable decisions involving coworkers, 3rd party vendors, and customers.
- Must be open to constructive feedback and consistent communication with management team.
- Must have a strong can-do attitude and the desire to see every task through to completion.
C. Education and Experience
- Associate or bachelor’s degree in engineering or technical field preferred.
- Work related experience in a relevant or similar industry with project support can be substituted for education.
- Proven ability to work within a fast-paced changing environment.
- Knowledge of Microsoft Office and Windows tools / systems.
- Experience with Salesforce or other CRM system considered a plus.
- Experience with SAP or other ERP system considered a plus.
D. Terms of Employment
- Reports to VP of Operations
- Full-time / Immediate Hire
- Responsible for maintaining a clean and organized work area
- Location: 30 Skyline Drive, Lake Mary, FL 32746
Job Department: Operations
Job Type: Full Time
Job Location: Lake Mary FL