Customer Tool Services Inbound

About the role

The Customer Tool Services Inbound position supports Hilti's After Market Services (AMS) service offering to customers. This role involves handling tool repair, on-demand services, and customer interactions.

Responsibilities

• Develop and maintain an understanding of the After Market Services value proposition and offerings.
• Coach team members to reach comprehension.
• Handle the research, processing, and follow-up of activities related to After Market Services support.
• Enter tool repair orders.
• Provide service consultations.
• Enter on-demand orders.
• Manage on-demand returns.
• Update and change serial numbers.
• Clarify quotes.
• Support e-commerce.
• Handle competitor tool trade-ins.
• Directly contact customers for tool repairs and on-demand services.
• Promote After Market Services to enhance customer experience.
• Support team members in AMS processes and execution.
• Provide solutions for improving and/or streamlining AMS execution.
• Perform other duties as needed or assigned.

Requirements

• High School/GED required; bachelor’s degree, preferred.
• Minimum one (1) year of experience in a sales or customer service role.
• Proficiency in MS Office including PowerPoint, Excel, and Word.
• Proficiency in SAP preferred.
• Excellent organizational skills.
• Strong verbal/written communication skills.
• Demonstrated high level of attention to detail.

Qualifications

• This position is not eligible for employer-sponsored work authorization or visa sponsorship (including initial, transfer, or extension).
• Candidates must be authorized to work in the United States at the time of application and remain authorized for the duration of employment without the need for sponsorship.

Skills

• Customer service skills.
• Technical knowledge of tools and repair processes.
• MS Office proficiency.
• SAP proficiency (preferred).

Benefits

• Competitive base salary and bonus potential.
• Robust benefits package including paid time off, health & wellness, educational reimbursement, 401(k) matching, and various other benefits.
• Opportunity to make a lasting impact through purpose, passion, and teamwork.
• Commitment to diversity and inclusion.