Product Service Representative

Job description

We are seeking a dedicated Product Service Representative to provide exceptional product and technical assistance to our customers through various channels, including phone, email, and chat. The ideal candidate will possess strong mechanical aptitude and a deep understanding of our products, allowing them to effectively troubleshoot issues and offer timely solutions. This role involves utilizing the SAP system to manage customer information and service records while maintaining a professional and patient demeanor during interactions. The Product Service Representative will collaborate with cross-functional teams to address complex inquiries and ensure high levels of customer satisfaction. Ongoing training and development are essential to stay current with product knowledge and company policies. The position requires the ability to identify trends in customer feedback, contribute to knowledge base articles, and provide bilingual support in Spanish if applicable. The successful candidate will be committed to achieving performance metrics, adhering to company standards, and actively participating in team initiatives to enhance overall service efficiency. Responsibilities: Provide comprehensive product and technical assistance to customers via phone, email, and chat. Handle customer inquiries, troubleshoot issues, and offer solutions in a timely and professional manner. Utilize SAP system to access and update customer information, order details, and service records. Demonstrate strong mechanical aptitude to understand and explain product features and functionality. Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems. Collaborate with other departments to escalate complex issues and ensure customer satisfaction. Stay up to date with product knowledge, technical specifications, and company policies. Achieve and maintain performance metrics related to call quality, resolution time, and customer satisfaction. Participate in ongoing training and development programs to enhance product knowledge and customer service skills. Assist in identifying trends in customer inquiries and provide feedback for product improvements. Maintain accurate and detailed records of all customer interactions and follow-ups. Provide bilingual support desirable, preferably in Spanish, to cater to a diverse customer base. Contribute to the development of FAQs and knowledge base articles to improve self-service options for customers. Adhere to company policies, procedures, and quality standards in all customer interactions. Participate in team meetings and contribute ideas for improving customer service processes and efficiency. Experience with Microsoft products Familiar with compressors and engines. Enjoys solving problems and possesses good verbal and written communication skills. All your information will be kept confidential according to EEO guidelines. We are currently hiring a Product Service Representative. Secure your spot with us and earn a $1,000.00 Sign-On Bonus as our way of saying 'Welcome to the MAT team'! MAT Industries, Inc. a proud member of MAT Holdings Inc., is a leading manufacturer of air compressors and air brake tanks. World class domestic manufacturing facilities allow MAT Industries to offer high-quality air compressors, air tools, and accessories to retailers under brands such as Powermate®, Industrial Air®, Industrial Air Contractor®, and Sanborn® as well as private label. Our air compressors are sold through retailers including major home centers, hardware co-ops, independents, and farm and fleet stores around the US. Core Values: Accountability- Each of us is responsible for our words, actions and results. Integrity- We are committed to doing the right thing and maintaining high ethical standards in all our business dealings. Teamwork- We collaborate effectively to drive excellence and deliver results. Customer Centric- We focus on our customers and are responsive to their needs. When they succeed, we succeed. Equality/Respect- We strive to create a supportive environment by respecting, valuing and treating people of all backgrounds with dignity and professionalism. Continuous Improvement- We are curious, continually seeking new knowledge, ways to improve ourselves, and the company. Quality Policy: MAT Industries, LLC. and all its employees are committed to manufacturing & delivering quality products that exceed our customers’ expectations. Our Quality Management System uses continuous improvement tools & total employee involvement to achieve the goal of being a world-class manufacturer/supplier. Benefits: MAT Holdings Inc. and its subsidiaries offer a complete benefits package that includes medical, dental, vision, and disability insurance after 60 days of employment. Paid Time Off (PTO), including paid vacation, sick days, and paid holidays. 401k Retirement Plan + Company Match. Career Advancement Program, training and development. Wellness Programs, including fitness reimbursements and mental health support. Health Savings Account (HSA) and Flexible Spending Accounts (FSA). Voluntary Life / AD&D, Employer Provided Life/AD&D and More...