Client Relations Technician - Addison Group

Are you currently an Electrical Engineer or Field Technician looking to transition to an office setting? My client is seeking a professional candidate with exposure to customer service and hands on troubleshooting and repairs of medical and electrical equipment. This role offers excellent benefits, growth opportunities in a corporate environment, and a youthful team environment.

Title: Client Relations Technician

Pay: $55-$70K

Location: Buffalo Grove, IL

Responsibilities

• Knowledge of technical aspects of electrical equipment and its operation, repair, and maintenance
• Ability to run diagnostics, analyze, repair, and test laser equipment
• Provide level II troubleshooting expertise, identify symptom and diagnose
• Generate service estimates, Review Quality Control documents, Create Service Reports, Monitor and report on service trends
• Handle a continuous flow of inbound calls and emails 
• Create and manage customer service tickets, handling open tickets from start to finish
• Provide customer service while documenting continuous touchpoints with customers
• Investigate and resolve cases while problem-solving with a high customer focus
• Relationship development, providing a positive customer experience while building a lasting rapport
• Schedule and document preventative maintenance (PM)
• Process sales orders, coordinate return authorizations, and check product and service availability
• Effectively listen to ensure customer perspective is understood and provide feedforward on customer journey improvements
• Deescalate tense situations and provide a calming presence
• Coordinate and partner with various departments, engaging in effective interdepartmental communication
• Be knowledgeable about current company policies, procedures, and directives
• Continues improvement towards what the company does to support the business and success of internal and external customers
• Work within our CRM and ERP systems, Salesforce and NetSuite

Qualifications

• HS Diploma
• 2+ years of experience with hands on repair, field technician, or level 2 technician experience working with medical, laser, and highly technical capital equipment and machinery
• CRM & ERP experience is preferred
• Will not consider candidates who repair phones, laptops, or smaller and more disposable technology.