Field Support Center Specialist - Rolling Meadows, IL

Field Support Center Specialist - Rolling Meadows, IL

The Field Support Center Specialist's primary responsibility is to perform technical support to RATIONAL USA's service partners, via phone, email or other means of communication. The FSCS must be able to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners. The FSCS will carry out technical support in accordance with the organization's policies and applicable laws. The FSCS is a link for all service needs from the sales organization and customer care team.

Essential Responsibilities:

• Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing our customers professional and world-class service.
• Answer calls and respond to emails professionally and in a timely manner, using the RATIONAL standard systems and processes.
• Document call information according to standard operating procedures.
• Handle customer inquiries both telephonically and by email.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Follow up customer calls where necessary.
• Provide customers and colleagues with product and service information.
• Enter/update new customer/caller information into CRM system.
• Identify and escalate priority issues.
• Route calls to appropriate resource.
• After Hours Hotline support – if needed by business.

Training:

• Attend required training classes.

Sales Support:

• Responsible for supporting sales process including End Users, Equipment Dealers, Manufacturers Representatives, Sales Managers and the Sales Directors, etc.

In-House Equipment Support:

• Perform necessary tasks to ensure that the company's owned inventory is operational and is available for sale or used in training.

Team Support:

• Provide back-up support to other territories when assigned FSCS is unavailable.