Customer Support Representative I, II, or III (MAD-ML-OR)

Description

COVID-19:  In response to the COVID-19 pandemic, Hitachi High-Tech America, Inc. adopts, implements, and updates certain safety protocols in its efforts to promote a healthy and safe workplace for the well-being of our employees, their families, and visitors to our facilities, and to pursue continuity of the Company’s business operations. Where permitted by law, new hires will be required to disclose and certify COVID-19 vaccination status shortly after hire.

COMPANY:                    Hitachi High-Tech America, Inc. (“HTA”)

DIVISION:                       Metrology and Analysis Systems Division (MAD)

POSITION:                      Customer Support Representative I, II, or III

TRAVEL:                          Up to 20% (domestically and internationally)

REMOTE WORK:           Onsite 80% / Remote 20%

Position Level:  The best fit candidate selected for this position will be offered a job title/level (Customer Support Representative I vs. Customer Support Representative II, etc.) that is most appropriate after evaluating the person's education, experience, training, knowledge, skills, and abilities.

POSITION SUMMARY

The Customer Support Representative (CSR) is responsible for providing a higher level of service support to customers with regard to service calls, product orders, returns, and resolving customer complaints.  In addition, the CSR will coordinate with other departments (including various members of management) to provide customer support satisfaction.     

PRIMARY RESPONSIBILITIES

• Effectively interface with customers and field service personnel
• Handle computerized messaging, service call maintenance, and dispatching of service calls
• Order entry received by phone, fax, mail, and electronic data interchange
• Review customer orders for proper pricing, terms, and conditions
• Provide written and verbal quotations to customers
• Work with system information and Material Management to determine product availability
• Determine proper authorizations for product returns and generate associated documentation
• Research information for customers using computer resources, manuals, and technical drawings
• Research information for technical support staff members
• Processing customer surveys
• Specific customer PO processing
• FSE Parts ordering process oversight
• RMA process oversight
• Parts Backlog oversight
• Other duties as assigned

EDUCATION, LICENSES, and/or CERTIFICATION REQUIREMENTS

• High School Diploma or GED
• Associates Degree or equivalent combination of education and experience

EXPERIENCE and TRAVEL REQUIREMENTS

• Customer service training (i.e., handling difficult customers, phone etiquette, etc.)
• Two (2) years’ customer support/sales administration experience or equivalent
• Prior direct order processing experience
• One (1) year of SAP R3 experience
• Approximately one (1) week of travel per year

KNOWLEDGE, SKILLS, and/or ABILITIES REQUIREMENTS

• Ability to work various day shifts with some shifts starting as early as 7:00AM
• Strong written/verbal communication skills required
• Dependability and prompt attendance required

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]