Service Representative

About the Role

We are seeking highly motivated and experienced service representatives to join our dynamic team at our Factory Service Centers. Under the direction of the Factory Service Center Branch Manager, the Service Representative will deliver a high level of customer support and satisfaction while driving operational efficiency and quality in a safe work environment. The ideal candidate will seek to gain technical expertise and possess a customer-centric approach as part of a high-performing team.

Responsibilities

• Exemplify Milwaukee Culture expectations to maximize organizational capacity and contribute to a collaborative, high-performing team.
• Align with the Factory Service Center Branch Manager’s efforts to train, coach, and mentor for continuous improvement in performance.
• Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics.
• Apply problem-solving skills to address issues and provide timely solutions.
• Track spare parts inventory and order replacements as needed to ensure availability for repairs.
• Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods.
• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products.
• Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures.
• Position self as an expert and resource for Field Sales, Marketing, and Service organizations in supporting new product development processes, programs, and operations.
• Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Sales team.
• Act as a liaison between Service branches and end users.
• Respond to user inquiries and requests while assisting with counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions.
• Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns.
• Ensure accurate and timely order fulfillment and maintain end user records and databases, including notes for future reference and analysis.
• Report operational irregularities and defective materials for quality control.
• Recommend areas for improvement and assist in process enhancements.
• Help implement and practice 6S standards.
• Maintain and update required resources, fixtures, and equipment within the branch to ensure locations follow Milwaukee Service quality and standards.

Requirements

• Education equivalent to a high school diploma or GED.
• 1-3 years of experience in a customer service position is preferred.
• Preferred proficiency in using various hand and power tools, diagnostic equipment, and software.
• Ability to lift up to 50 lbs.
• Ability to maneuver heavy material weighing up to 300 lbs.
• Practical business communication skills and the ability to understand the local branch market.
• Strong analytical and problem-solving abilities for diagnosing and repairing equipment issues.
• Excellent interpersonal, communication, and customer service skills for dealing with end users and customers.
• Adherence to safety protocols and guidelines to ensure personal safety and the safety of others.
• Acquire and maintain industry or product-specific certifications or licenses that may be required.
• Proficiency in English, written and verbal. Bilingual (English/Spanish) is a plus.
• Proficient in computer skills and Microsoft Office applications.
• Ability to travel up to 10% using the quickest and most cost-effective mode of transportation.

Pay

This position offers an hourly pay range of $24.50 - $27.50.

Benefits

• Comprehensive health insurance.
• Paid time off.
• Retirement options.