Customer Service Representative

Customer Service Representative

Job Description

Position Description:
Deploys detailed knowledge and expertise about the organization's Service offering, related products and application domain to improve either business operations (e.g. support for critical/important project issues) and/or strategic innovations (e.g. Service offering / portfolio innovation).
Maintains a close interaction with various management functions.
Supports acquisition activities with detailed technical knowhow on complex issues.
Adheres to and enforces the organization's internal processes and rules as well as public standards and regulations. Impacts: Needs professional technological, economical or scientific know how, methods, tools and principles, and applies to differing and variable situations. Needs to solve assigned, non-routine tasks, to contribute to projects or assignments, or to support development of guidelines, methods, tools or business processes.

Key Responsibilities: "Experienced Professional" These positions are expected to contribute to and deliver business processes or detailed technology solutions, in a self-managed and target oriented manner, and thus contributes to team results. Positions focusing on analyzing, developing, testing or implementing processes, technologies and systems in their specific field of expertise, from first principles. Targets are short to medium term (best to be characterized as milestones), and achievements are monitored. They may provide functional advice to and integrate services of operational staff or semi-professional colleagues. Typically these functions review to 2 to 5 years of relevant experience in their field of work and qualification.

Experience: 2+ years or Master Entry Knowledge: Good knowledge in a technical field or business method including the basic theoretical background. Develops basic business understanding. Contributes to team effort, awareness of expected value add. May improve processes, business methods or technical components.


Customer Service Support - Inverter and Energy Storage

Position Overview

This Service Project Manager will be responsible for developing quick, high-level resolution to our customer’s warranty related issues. This role will work within the client business unit and will support client Inverter and Energy Storage product portfolio. 

Responsibilities

Ability to lead high level customer resolution by orchestrating interactions between engineering, research and development, project management, sales, manufacturing and other departments
Work with our factories and quality teams to develop and implement corrective and preventive actions
Improve departmental processes by reviewing best practices and looking for ways to improve the overall structure through efficiency enhancements and other methods.
Provide frequent updates to all stakeholders during the correction steps for the customer
Work closely with field service teams and vendors to align on materials and methods of correction
Not only provide ownership in driving resolution for our customers in a timely fashion but by also performing in the most cost-effective way to ensure visibility of after delivery cost reduction for the client
Up to 10% travel to discuss high profile customer issues to ensure customer relations stay positive
Administrative support employee that is responsible for performing general administrative and clerical support duties, including managing the front office reception and Training Facility.

Knowledge/Skills, Education, and Experience

Bachelor’s degree or higher preferred
Customer service experience within a fast-paced environment
Project Management skills with excellent Business acumen
High level computer skill (SAP and/or Salesforce experience a plus)
Ability to handle multiple tasks while maintaining organization and control
Strong verbal skills to aid in customer communications
Strong leadership skills to bring multiple teams together for resolution identification to complex customer issues


Mandatory skill sets: Computer Outlook, Excel, SAP preferable




Notes:
7:30 AM - 4 PM

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status