Do you have great Service support experience? We are looking for a Service Support Specialist in our Greensboro Headquarters. As a leading Trane independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

This role is responsible for providing customer service support and inside sales support and directly supporting general duties for customer service, preparing job numbers for sold quoted work and coordinating procurement of parts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive and attach all oil analysis reports, vibration analysis reports and combustion analysis reports into database, access and provide reports upon request
• Prepare all eddy current tube analysis reports for customers, input all data provided by the technicians into a report and create a custom report for each customer
• Process sold quoted jobs, create job number in service software, attach all documentation to the service job, send to procurement for parts ordering, provide resource coordinator with job information and estimated time of arrival for the parts
• Process company credit card transactions for technicians
• Maintain the following email boxes with timely responsiveness
  • Fax Email, Combustion Reports Email, Expenses Email, Oil Analysis Email, Online Billing Email, Sold Quoted Jobs Email, Tube Analysis Email, Vibration Reports Email
• Backup/Overflow for scheduling coordinator during peak times or short staffing that includes answering service calls, setting up jobs and dispatching technicians
• Backup/Overflow for billing coordinator during peak times or short staffing that includes processing billing / preventative maintenance requests in the completed queue
• Billing of BISCM projects
• Prepare labor analysis report, review for duplicates and send to Field Service Supervisors each Monday and Tuesday for review/approval
• Create invoices for all online billing accounts in the customer individual databases.
• Maintain listing of all user name and passwords for online billing databases to ensure access is available at all times
• Backup phone operator for main switchboard during times that are short staffed.
• Knowledgeable with the products and services offered by Brady
• Flexibility to take on additional duties in order to meet the department goals and/or overtime, as required
• Performing other duties as assigned

TEAMWORK:

• Demonstrate and promote a spirit of cooperation and teamwork throughout the Company.
• Continually look for ways to improve our processes and ability to serve our customers effectively.
• Improve personal performance on a continual basis.

CUSTOMER SERVICE:

• Provide responsive, professional and diplomatic customer service.
• Answer customer calls and correspondence quickly and pleasantly.
• Communicate with customers in a friendly, professional, and patient manner.
• Perform all duties with the goal of building and maintaining long-term internal and external customer relationships.
• Immediately address any customer’s concern and requests the involvement of other Company personnel as required.

SAFETY:

• Follow all company safety programs and report any non-compliance to Customer Service Manager.
• Notify Customer Service Manager or Safety Manager of any unsafe conditions.

SUPERVISORY RESPONSIBILITIES: None.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Bachelor's degree from four-year College or university; five (5) years related customer service experience; or equivalent combination of education and experience.

COMPUTER SKILLS: MS Office

CERTIFICATES, LICENSES, REGISTRATIONS: None

LANGUAGE SKILLS: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, and telephone and effectively communicate with others. The associate frequently is required to sit and reach with hands and arms. The associate is occasionally required to stand; walk; and stoop or kneel. The associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment, with occasional visits to other offices, plants, and jobsites. During these travel situations, the associate is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, extreme heat, and vibration. The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS:

• Ability to pass drug screening
• Ability to prove US employment eligibility