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Technical Support Technician
XLT Ovens
XLT Ovens
 
Go to www.xltovens.com to apply. You must submit an application, but may also attach a resume.



Job Location: Wichita, Kansas
Shift: 1st
Relocation Assistance: NA
FLSA Status: Exempt
The Technical Support Technician works as part of a team having responsibility for creating and enhancing Customer satisfaction by resolving product and service problems.
 
This position requires travel anytime, anywhere, but not limited to exhibit at Trade Shows, investigate and provide solutions for field issues, provide specific training to Customers, and to participate in Product installations and demonstrations.
 
Essential Functions: This position will perform the below listed duties consistently, accurately, timely, safely, and at the lowest feasible cost:
1. Maintain the Quality Management System
2. Make it understood by all Team Members that Customer satisfaction is our first priority, and the importance of compliance to statutory and regulatory requirements
3. Protect the Company's assets, reputation, goodwill, and stature in the marketplace at all costs
4. Deal with Customers via email, telephone, or face-to-face communications
5. Listen to Customer’s queries patiently
6. Maintain composure even if the Customer is rude
7. Determine solutions to problems in a timely manner
8. Suggest improvements to XLT Trouble Shooting Guides
9. Coordinate with other Team Members to find solutions and resolve problems
10. Escalate problems in a timely manner
11. Draft the necessary documents, such as letters and emails, as required by the Customer
12. Enter Sales Orders for Service Parts
13. Issue Purchase Orders for Field Service
14. Create Quotations
15. Process credit cards
16. Provide information to customers
17. Locate, vet, and setup service vendors in the XLT Databases (includes Product and Accounting databases)
18. Enter all Customer service calls into the XLT Product Database
19. Maintain records of interactions with Customers per work instructions
20. Review and approve/deny all Service Invoices
21. Continuously improve the XLT Product Database
22. Create reports from the XLT Product Database as required
23. Maintain Customers
24. Maintain Vendors
25. Locate, vet and setup service vendors in the XLT Product Databases
26. Provide customer and industry feedback and data to the Marketing Specialist
27. Coordinate travel arrangements
28. Install Finished Goods products in the field
29. Perform Start-Ups of Finished Goods in the field
30. Maintains all After Sales tools and measuring devices
31. Attend Trade Shows as required
32. Maintain the After Sales MRB Area as required
33. Process product returns
34. Perform housekeeping as required
35. Observes safety rules
36. Develop work instructions and job training materials
37. Assist the After Sales Supervisor in identifying unsafe acts and conditions, and then implementing and maintaining a safe working environment
38. Perform any and all other duties as assigned by the President
 
 Skills Required:
1. Excellent listening skills – give full attention to what other people are saying
2. Strong Problem Solving skills
3. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions
4. Leadership and motivational skills
5. Interpersonal skills
6. Strong written and verbal communication skills
7. Decision-making and analytical skills
8. Ability to work under pressure individually and as part of a team
9. Able to plan and prioritize his/her own work
10. Must have attention to detail
11. Mechanical aptitude
12. Must be able to use common power and hand tools

 
 

 

Experience Required: Requires five (5) years minimum experience in a customer service environment dealing with commercial accounts.

Computer Skills: Basic Computer, E-Mail, and Web skills are required. Most of the documentation and training is done through the use of computers.  Advanced Computer skills required are Microsoft Office.

 

Licenses Required: Valid Driver’s License

 

Travel Documents: Valid United States Passport


 



How To Apply:
Go to www.xltovens.com to apply. You must submit an application, but may also attach a resume.



XLT Ovens

 
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