Professional Service Back Office Agent

Professional Service Back Office Agent page is loaded## Professional Service Back Office Agentremote type:
On-site locations:
Princeton time type:
Full time posted on:
Posted Todayjob requisition :
R2239

Giving technical support to customers, direct field service technicians and independent service providers while they are performing service. Responsible for all service-related activities which include overseeing service call processes, scheduling of service calls, documenting closure of service calls, confirming installation site preparation, processing part orders and other related duties as assigned. Support sales growth by identifying leads for service contracts, consumable and replacement machines.

Adherence to Miele's core principles, professional appearance and conduct standards.
** Your Responsibilities
*** Support Field Service agents in diagnosing and troubleshooting repairs of Professional Products
* Assist Field Service Representatives in successfully performing job requirements in accordance with policy and procedures
* Recommend parts for repairs of pending service orders
* Support dealer and sales generated service requests
* Support installation and qualification of Professional products
* Support in-servicing on the proper use and care of all Professional products
* Support of preventative maintenance tasks on all Professional products
* Complete documentation of service call process including resolution text and completion codes
* Contact customers and dealers to schedule service calls for Miele service technicians and third-party service companies
* Assist other groups with Technical Support via telephone or e-mail as needed
* Automatic and Manual scheduling of service technicians in an efficient manner based upon territory assignments
* Contact customers to review site preparation checklists for scheduling of installations
* Complete additional training on products and new system processes
* Contribute to the continuous improvement of technical documentation and technical resources
* Review and process service activities using SAP computer systems
* Maintain the highest level of customer service and quality
** What We're Looking For
*** High school diploma or general education degree (GED)
* 2 years of service call planning experience
* 2 years of call center experience
* Strong understanding of basic plumbing and electromechanical skills recommended
* Strong understanding of electrical theory and schematics
* Prior technical experience
* Strong background using CRM systems
* SAP experience preferred
* Good computer skills with knowledge of Microsoft Office (Excel)
* Ability to read, write and comprehend instructions, correspondence, and memos in English
* Ability to read and interpret documents such as safety rules, operation and maintenance manuals in English
* Ability to apply concepts of basic math
* A working knowledge of computer software
* Excellent customer service and communication skills
* Ability to manage difficult customer situations
* Ability to multi-task
* Ability to work independently
* Must be a self-motivated, customer-oriented person with excellent communication skills

The salary range of this position is $50,000 to $60,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education, experience, relevant skills, and alignment with market data.
** Benefits
* ** Comprehensive health, dental and vision insurance
* Wellness discounts on medical premiums
* 100% covered life and long-term disability insurance
* 401k with company match
* PTO + holidays
* Discounted gym membership
* Generous Employee Purchase Program
* Wellness and volunteer programs

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:

M/F/D/VFor more than 125 years, Miele has been a family-owned, family-run company. Based on this tradition, a healthy balance between the demands and the appreciation of our employees is very important to us. Besides following our objective of becoming “forever better” which our employees represent with their specialist knowledge, their ambition and with thinking ahead, we want to ensure that everyone can experience and profit from our good working environment here ing and passing on our Miele values, as well as working in teams to further develop our innovative products, are important parts of our Miele culture at each of our 50 locations.
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