Customer Tool Service Specialist - Tulsa OK
What's the role?
This position is designed to provide a first–in-class service experience for Hilti customers by taking ownership of all tool service support activities, providing service options through customer consultation and supporting the goals and performance targets of Tool Service Marketing and Operations through the accurate creation of service orders and timely contact with customers concerning options related to quotations.
Who is Hilti?
If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With some 27,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.
What does the role involve?
Interacts with customers to provide tool repair orders, including getting vital customer contact information, getting the proper customer approvals and sending the customer documentation
To provide timely and accurate defect analyses of customer inquiries supported by call scripts in order to provide appropriate solutions to meet customer needs
To possess and relate knowledge of all current tool repair warranty and Repair Cost Limit guidelines
To investigate prior service activity and recommend service, replacement or fleet as customer options
Capture and record all tool service malfunctions in detail and coordinate logistics of tool service from customer to tool service center
Actively seek process improvement opportunities and work with team members to propose, evaluate and execute those improvements
Respond to customers with estimates through outbound calling or electronic systems
Provide tool application and maintenance advice to extend the time between service events for the customer
Participate in outbound sensing and sales campaigns such as rejected quote follow-ups and tool service phase-out notifications for customers, respectively
Offer consumables and accessories to compliment tool repairs or orders
Other duties as needed or assigned
What do we offer?
We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you’ll receive one-to-one career mentoring, as well as exciting opportunities domestically and internationally.
Why should you apply?
We have an excellent mix of people and some of our best account managers joined us with little or no construction experience. Success at Hilti is down to teamwork and ability, no matter what your background.
What you need is:
Bachelor’s degree preferred or applicable job-related experience
Strong tool, product and application knowledge in all Hilti product lines required
Working knowledge of current and historical field repairable items preferred
Strong mechanical skills preferred
Knowledge of SAP, Windows and Excel required
Strong communication skills required
High energy, sense of urgency and customer care skills required
Strong team orientation; seeks to communicate with and support fellow teammates
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.