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Icom America - 2 way radios

Icom America Careers

POSITION TITLE:   Service Department Receiver/Admin
JOB CLASSIFICATION:   Full-Time, Non-Exempt
REPORTS TO: Senior Manager & Service Manager
LOCATION:   Mt. Laurel, NJ

PRIMARY FUNCTION

Primarily, this position is responsible for receiving all Icom product being sent in from both internal and external customers for the purpose of service and repair. This is primarily focused on the Kirkland, WA location, but may require oversite for the Mt. Laurel, NJ location as well. This position is responsible for interactions and communications with the customer via telephone or Email to ensure all applicable information is accurate and included with the service work order being generated at the time of receipt. Secondary duties and responsibilities are the daily Customer Experience administration items such as; fielding customer calls, estimate generation, administration and follow up and able to perform Quality Control functions as needed. These secondary duties would include augmenting Mt. Laurel operations as needed.

JOB RESPONSIBILITIES:

  • Enforces Icom policies and procedures to ensure that Icom’s standards for service, maintenance and repairs are met, providing the highest level of customer service to Icom customers.

  • Unbox and assess product condition; validate vs. customer documentation for content, physical defect and problem.

  • Responsible for safeguarding customer product and information while in Icom America’s custody.

  • Initiates and tracks shipping damage process as necessary.

  • Enters received product into the JDE1 Service Work order system with all applicable information necessary to process the required service/repair requested by the customer.

  • Communicates directly with customers to obtain deficient information needed for proper receipt of the product into the Service Work order System.

  • Answers Service queue; assists customers with non-technical problems (unit status, billing terms, shipping methods, general guidance of customers unit in and out of service department).

  • Provides coordination documentation to customer utilizing Email, mail system and/or Fax as required to meet customer expectations. If applicable, must be able to retrieve, assess and input conversation highlights, status and update notes into the corresponding JDE1 Work Order (WO) system concisely and accurately.

  • Interprets Service Technician notes and communicates Estimate Repair actions and costs directly with customers, via Email, Fax or telephone methods, in an effort to obtain approval; to include updating the Service Work order with the appropriate status notes.

  • Responsible for the Quality Control (QC) process for all ready customer, repack and internal company product repairs at Status 50 readied to be finalized, invoiced and shipped. After completion, ensures all processed units are immediately forwarded to the warehouse for shipment.

  • Responsible for achieving shop and individual performance goals as set by manager/supervisor.

  • Ships and receives literature and promotional items to/from dealers as needed.

  • Prepares equipment for trade show deployment.

  • Greets office visitors and coordinates meeting space as necessary.

  • Orders office supplies and coordinates internal office maintenance.

  • This is an overall summary of job responsibilities. Admin is responsible for other duties as assigned.

JOB REQUIREMENTS:

  • 2 to 3 years of Customer Service experience required; primarily experience in both computer data input and high volume Call Center (customer voice communications) interface preferred.

  • Ability to work independently, performing complex duties within the receiver’s skill area. This includes ability to interpret customer correspondence, assess product condition and initiate applicable processes.

  • Highly skilled communicator; both written and verbal.

  • Proficient in computer operations and programs such as MS Office suites. Oracle JDE1 program familiarity highly desirable.

  • Ability to lift up to 60 lbs. with or without accommodation.

  • Ability to work overtime as needed to ensure turn-time/workload management expectations are achieved.

 

 

Founded in 1979, Icom America is part of the ICOM Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations to jobs@icomamerica.com.

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