Service Representative

About the Role

We are seeking highly motivated and experienced service representatives to join our dynamic team at our Factory Service Centers. 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.
• Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures.
• Maintain knowledge of the current product line to drive productivity and quality of repair; engage in training on new products to expand capabilities.
• Fill and pack orders and repairs for shipment; 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

• High school diploma or GED equivalent.
• 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.
• 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 as 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 $27 - $30.

Benefits

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