Backoffice Agent - Technical Support

Responsible for all service-related activities which include overseeing service call processes, scheduling of service calls, documenting closure of service calls, Giving technical support to independent service providers while they are performing service, confirm installation site preparation, processing part orders and other related duties as assigned.
Support sales growth by identifying leads for service contracts, consumables and replacement machines.
Adherence to Miele's core principles, professional appearance and conduct standards.
Essential Functions
• Review and process service activities using SAP computer systems
• Contact customers and dealers to schedule service calls for Miele service technicians and third-party service companies
• Automatic and Manual scheduling of service technicians in an efficient manner based upon territory assignments
• Support dealer and sales generated service requests
• Complete documentation of service call process including resolution text and completion codes
• Contact customers to review site preparation checklists for scheduling of installations
• Maintain the highest level of customer service and quality
• Complete additional training on products and new system processes
• 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
• Recommend parts for repairs of pending service orders
• Assist Field Service Representatives in successfully performing job requirements in accordance with policy and procedures
• Assist other groups with Technical Support via telephone or email, as needed
• Contribute to the continuous improvement of technical documentation and technical resources
Requirements

• 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 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
• Some prior technical experience preferred
• Ability to work independently
• Must be a self-motivated, customer-oriented person with excellent communication skills