• Managed Service Representative - Planned Events

    Job Locations US-IL-Springfield
    Posted Date 2 weeks ago(10/12/2018 4:40 PM)
    Job ID
    2018-1456
    # of Openings
    1
    Category
    Project Management
  • Overview

    Responds to customer calls for BUNN Managed Service and manage activities required to fulfill customer requests for equipment installation and service. 

    Responsibilities

    • Receives incoming customer correspondence via phone, email or fax for installation, calibration, service and preventive maintenance for beverage equipment
    • Provides troubleshooting assistance to equipment operators and technicians via the telephone
    • Dispatches BUNN and 3rd party service providers to customer locations
    • Creates service orders and documents all activities and communications associated with service events in service database
    • Monitors dispatched service activities to ensure timely response and problem resolution
    • Acquires and evaluates pertinent information to determine appropriate corrective actions to resolve customer service issues.
    • Contacts service providers to acquire cost estimates for service activities
    • Communicates with customers and service providers in a professional manner via telephone, email and in written correspondences
    • May participate in an after-hours and/or week-end, on-call rotation to respond to customer calls
    • Works 8 hour shift between 7:00 a.m. and 5:30 p.m. and some holidays to respond to customer calls.
    • Acquires and maintains a working knowledge of beverage equipment operation and functionality
    • Promotes the BUNN Quality Initiative through participation in BUNN Process Improvement Team
    • May travel to support BUNN equipment issues and installs
    • Performs other assigned duties

    Qualifications

    • High School Diploma or equivalent, required
    • Associate or Bachelor’s degree preferred
    • Provide basic troubleshooting assistance as required on BUNN’s commercial beverage equipment
    • Excellent communication skills, both verbal and written, proper telephone etiquette and experience with basic computer applications
    • Highly proficient in the use of Microsoft Excel for tracking projects
    • Ability to work a flexible shift schedule, including on-call nights and weekends as needed to maintain high standards of customer services
    • Highly motivated, goal oriented and organized
    • Possess exceptional customer service skills and demonstrate a positive, team-oriented attitude
    • Ability to travel as needed.

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