What's the role?
This position is designed to provide a first–in–class service experience for Hilti customers by taking ownership of all tool service support activities, providing service options through customer consultation, and supporting the goals and performance targets of Global Tool Service, Marketing and Operations through the accurate creation of service orders, over the phone troubleshooting and timely contact with customers concerning options related to quotations. In addition, this position requires a focus on customer experience and engagement.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve?
- Lead projects related to improved Customer Experience topics.
- Participate and demonstrate leadership in company, department and market driven incentives and promotions.
- Work with Tool Services Manager and Team Lead to train, monitor and provide support to team members and other departments.
- Support the end‐to‐end repair service process for our customers while supporting the tool service operations.
- Interacts with customers to provide tool repair orders, including getting vital customer contact information, getting the proper customer approvals and sending the customer required documentation.
- Coordination of bulk repair services for VIP customers.
- To provide timely and accurate defect analysis of customer inquiries supported by call scripts and direct experience to provide appropriate solutions to meet customer need.
- To possess and relate knowledge of all current tool repair warranty and Repair Cost Limit guidelines.
- To possess and relate knowledge of Tool Fleet loaner and On Demand programs, process orders and analyze deficiencies to meet customer need.
- To investigate prior service activity and recommend service, replacement and Fleet as customer options.
- Capture and record all tool malfunctions in detail and coordinate logistics of tool service from customer to tool service center.
- To act as liaison between tool service center, customer and Account manager to resolve customer concerns.
- Use and troubleshooting of automated systems for repair order creation.
- Offer and process sales of consumables, accessories and spare parts.
- Additional duties as assigned.
This is the cutting edge of corporate innovation, where the pace is fast, fun, energetic and inspiring.
What do we offer?
We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you’ll receive one-to-one career mentoring, as well as exciting opportunities domestically and internationally.
What you need is:
- Bachelor’s degree preferred or applicable job‐related experience.
- Demonstrated sales, service and leadership capabilities required.
- Knowledge of SAP, Windows and Excel required.
- Strong communication skills required.
- Ability to manage multiple tasks required.
- High energy, sense of urgency and customer care skills required.
- Strong team orientation; seek to communicate with and support fellow team members.
- Strategic planning and organizing skills required. (Phone skills and Team Scheduling).
Why should you apply?
We have an excellent mix of people and some of our best account managers joined us with little or no construction experience. Success at Hilti is down to teamwork and ability, no matter what your background.
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.
