What's the role?
The Premium Tool Pool (PTP) Service Specialist is designed to provide a first–in-class service experience for Hilti Premium Tool Pool customers. Premium Tool Pool includes our Tools on Demand, Use on Demand and Loaner Service for fleet customers. The Premium Tool Pool Service Specialist takes ownership of Premium Tool Pool service support activities, provides service options through sales team consultation and supports the goals and performance targets of Global Tool Service, Marketing and Operations through the accurate resolution of escalation complaints, monitoring of orders, troubleshooting and timely contact with the sales team. In addition, this position requires coaching to support a holistic Aftermarket Service & Sales culture and system competency with a focus on customer experience and engagement.
Who is Hilti?
At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day. Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.
What does the role involve?
- Develop and maintain an understanding of the Premium Tool Pool value proposition and offerings.
- Coach team members in Premium Tool Pool processes and execution to increase Premium Tool Pool awareness and utilization; promote to customers, including customer engagement activities.
- Work with Customer Tool Services Manager and Team Lead to train, monitor and provide support to team members.
- Handle requests from Hilti team members: responsible for research, processing, and follow-up of activities related to the end-to-end Premium Tool Pool process including:
- Handle special Premium Tool Pool requests as order changes, cancellations, invoice corrections, large orders.
- Investigate issues on Tool on Demand, loaner and Unit on Demand orders and resolve them in timely manner for sales team.
- Investigate repair order status and status update, clearing and update of outstanding repair orders and follow up on missing spare parts communications to customers.
- Creation and follow up of customer care activities including tool replacement, credit or repair deficiency conditions.
- Perform basic data clean up tasks to maintain Premium Tool Pool (e.g., stock and order) data quality.
- Monitoring of Premium Tool Pool orders recognition and prevention of issues.
- Scrapping and converting of Premium Tool Pools tools.
- Specialized order entry.
- Act as connection between tool service center, customer tool service, customer and Account Manager to resolve customer concerns.
- Actively seek process improvement opportunities and work in a cross functional environment with members of other teams to propose, evaluate and execute those improvements.
- Other duties as needed or assigned.
We care for our society: Two percent of Hilti's annual net income is invested in projects of the Hilti Foundation.
What do we offer?
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement and student loan assistance, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate.
What you need is:
- High School/GED, required.
- Bachelor’s degree or applicable job-related experience, preferred.
- Minimum one (1) year of experience in a sales or customer service role.
- Knowledge of SAP, Windows and Excel, required.
- Excellent organizational skills and ability to manage multiple tasks, required.
- Strong verbal/written communication skills.
- Demonstrated high level of attention to detail.
- High energy, sense of urgency and customer care skills required.
- Strong team orientation; seek to communicate with and support fellow team members.
Why should you apply?
Let’s face it, we know there are lots of other companies out there. We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
