Job Information
RITE-HITE HOLDING CORPORATION Customer Service Coordinator in Dubuque, Iowa
Job Category:Customer Service and Contact Center OperationsSchedule:Full timeJob Description:
Job Title: Customer Service Coordinator
Corporation: Rite-Hite Doors Incorporated
Department: Operations
Reports To: Customer Support Manager
FLSA Status: Exempt
Prepared By: Perry Knutson
Prepared Date: March 2015
Last Modified: February 2022
Location: Dubuque, IA or Milwaukee, WI
PURPOSE: Provide technical assistance to representatives and customers to assureproperinstallationand support ofRite-Hiteproducts is achieved. Work withengineering and operationsto improve quality andimprove the customer experience.Monitor product performance and participate in trend analysis.
ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned. Spot trends in product reliability. Troubleshootproduct issueswith representative technicians overthe phone,throughemail and duringvisits.
Train technicians and customers virtually and in person. Assist and support sales and service reps with product and aftermarket information. Negotiate labor cost of warranty claims. Troubleshoot equipment using electrical and mechanical drawings. Be available after hours and weekends to assist with troubleshooting on a rotating schedule. Have knowledge of electrical and electronic components and be capable of reading schematics pertaining to them. Ability to design and fabricate quick fixes for field situations that are out of the ordinary. Provide trend and warranty analysis to engineering. Provide input for installation manuals. Develop training materials andprovide instruction at service schools. Communicate with the field via technical bulletins. Conduct transactions in the Enterprise system. Support RandD as required. Assist with beta sites installations and performance tracking. Monitor new product introductions. Participate on teams for new product development, cost reduction and product improvement. Responsible for supporting the quality system. Have knowledge of Enterprise 1, Microsoft Word, and Microsoft Excel. Inspect field returns and forward the returns to our suppliers when appropriate.
PRINCIPAL ACCOUNTABILITIES: Provide technical assistance to representatives and customers for installationand product support Reduce quality costs through trend analysis, training, and product troubleshooting
SPECIAL QUALIFICATIONS: Thorough understanding of Door products Ability to travel up to 25% of time Ability to handle multiple priorities Possess a valid driver's license Read and understand drawings
EDUCATION and/or EXPERIENCE: Associate's degree (A. A., electronics degree preferred) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable ind viduals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, sit, and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually loud.
Addition Job Information
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Company Description:
Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.
We Offer:
Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.
Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.