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Icom America - 2 way radios

Icom America Careers

POSITION TITLE:   Service Department Admin
JOB CLASSIFICATION:   Full Time, Non-Exempt
REPORTS TO:   Service Manager
LOCATION(S):   Kirkland, WA

PRIMARY FUNCTION:

Primarily, this position is responsible for "Customer Experience" administrative tasks pertaining to 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. In addition, responsibilities include ability to generate estimates, file administration, credit processing, ISC coordination, general problem solving, report generation as needed and ability to perform Quality Control functions. These secondary duties would include augmenting Mt. Laurel and warranty admin operations as needed.

DUTIES AND RESPONSIBILITIES:

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

  • Responsible for enforcement of 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.

  • Responsible for answering Service Queue; assist customers with non-technical problems (unit status, billing terms, shipping methods, general guidance of customers unit in and out of service department.).

  • Provide 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.

  • Responsible for grammatical and pricing review, validating, correction of Service Technician estimate before sending them out to customers.

  • Responsible for interpreting Service Technician notes and communicating 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.

  • As required, responsible for properly issuing SWO credits to dealer and/or end users for inadvertent charges.

  • 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, ensure all processed units are immediately forwarded to the warehouse for shipment.

  • As required, responsible for report and historical research requested from the Service Manager.

  • As needed, responsible for warranty administration.

  • Responsible to gather and send to Service Manager about the monthly service report every month (within three business days)

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

  • This is an overall summary of job responsibilities, not all inclusive and open to other related duties as assigned.

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 to interpret customer correspondence, assess product status 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 work overtime as needed to ensure turn-time/workload management expectations are achieved.





ABOUT ICOM AMERICA

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 cash bonus, 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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