Job description
Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.
The OEM Support Representative/Dispatch II will be responsible for providing technical support to customers and dispatching field service technicians to various locations as required. This individual will be the primary point of contact for customers seeking technical assistance and will manage service requests from start to finish. The ideal candidate will have strong communication and customer service skills, the ability to prioritize and manage multiple tasks, and a willingness to work flexible hours.OEM Support Representative/Dispatch II Non-Exempt Position Description
Who are we?
At Marmon Foodservice Technologies, (Marmon Link & Marmon Renew), we maximize equipment uptime. We do this by providing replacement parts, kits, excellent customer care, technical support, and value-added services. Marmon Link is based in Brooklyn Park, Minnesota and Marmon Renew is based in Monmouth, IL. Our culture is focused on encouraging a growth mindset for all employees and reinforcing desired behaviors through our shared values: Character, Courage, Creativity and Community.
Job Description Summary
The OEM Support Representative/Dispatch II will be responsible for providing technical support to customers and dispatching field service technicians to various locations as required. This individual will be the primary point of contact for customers seeking technical assistance and will manage service requests from start to finish. The ideal candidate will have strong communication and customer service skills, the ability to prioritize and manage multiple tasks, and a willingness to work flexible hours.
Essential Duties and Responsibilities
- Respond to customer inquiries via phone, email or chat.
- Manage incoming service requests and dispatch field service companies to customer locations as needed.
- Monitor and manage timely completion of work orders.
- Provide follow-up communication to customers to ensure their needs have been met and their issues have been resolved.
- Maintain accurate and detailed records of service calls and customer interactions in the ticketing system (Fresh Desk).
- Collaborate with internal teams to identify and address recurring technical issues.
- Participate in training and development programs to stay up-to-date with product knowledge and customer service best practices
- Innovate and improve communication through Freshdesk and other tools to simplify similar Customer communication and create consistent messaging.
- Provide dispatch key metric reports and suggestions for problem resolution.
- Perform other duties as assigned.
Required Qualifications, Skills/Competencies
- High school diploma or equivalent required; associate or bachelor's degree in a related field preferred.
- 2+ years of experience in dispatching role, preferably in the OEM industry.
- Strong communication skills and customer service orientation.
- Excellent organizational and time-management skills with the ability to prioritize and manage multiple tasks.
- Proficiency in Microsoft Office and experience with ticketing systems (Fresh Desk).
- Ability to work as part of a team and individually in a fast-paced environment.
All Employees:
- Follow established policies and procedures as outlined in Marmon Foodservice Technologies’ Quality Manual and associated documents.
- Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.
Working Conditions: Work is performed largely in office environments. Hours of work will generally be during regular business hours with at least 40 hours a week but may vary according to special projects, deadlines, or other concerns.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law .
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
www.arclintfl.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.arclintfl.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.arclintfl.com is the ideal place to find your next job.