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Service Support Representative

Requisition ID:  22161
Job Location(s): 

Loves Park, IL, US

Job Description

Danfoss is currently recruiting for a Service Support Representative for our North American Drives team. The Service Support Representative will be responsible for coordination/scheduling of service partners for start-up & other field services, providing customer support on warranty cases, and supporting the sale of Danfoss DrivePro services & products.

Providing best in class customer support and establishing strong relationships with customers, you will set the standard for going beyond the ordinary in aftersales service. You will be playing a key role in engaging and strengthening the bond between Danfoss and the customers.

Job Responsibilities

Responsibilities for this position include, but are not limited to, the following. 

  • Receiving phone calls and emails from customers & service partners with various inquiries about Danfoss’s products and services. For example: price & availability of spare parts, placing a new parts or services order, following up on an existing order, and/or tracking a spare part shipment
  • Partnering with the customer in conversation over the phone or email to determine what service they need and when
  • Receiving service cases from tech support and further processing them according to case needs
  • Collaborating with other teams to ensure that we are delivering parts and services to our customer’s expectations
  • Supporting and backing up your fellow aftersales service team members, as needed
  • Promoting, quoting & supporting customer on Danfoss DrivePro services
  • Urgent service case coordination by collaborating when necessary with other teams and 3rd party service partners
    • Dispatching and scheduling service techs for on-site support (warranty, start-up & other field service work)
    • Preparing and executing material shipment
    • Issuing return authorizations & follow-up of the return
    • Finalizing service case documentation
    • Follow through the process to ensure service delivery
    • Following up on repair inquires/outstanding repair quotes

Background & Skills

The ideal candidate possesses these skills. 

  • Relevant associate’s degree, or at least 2 to 3 years’ experience in a direct aftersales service or customer service position
  • Extreme attention detail, ability to multitask, with strong organizational, problem solving and time management skills and a proven commitment to customer service excellence are required
  • Knowledge and experience in how and when to escalate a priority customer issue highly preferred
  • Experience with Microsoft Office (Excel, Word, Power Point, Outlook, etc.)
  • SAP experience with Order Management and Order Fulfillment e.g. required
  • Salesforce.com or other CRM experience preferred
  • Excellent written and verbal communications skills, and the ability to understand and carefully navigate customer situations
  • Team player with strong interpersonal skills and the ability work in multicultural business environment

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways – driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.


Following our founder’s mindset ‘action speaks louder than words’, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.


Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers advanced technologies that enable us to build a better, smarter, and more efficient tomorrow. In the world’s growing cities, we ensure the supply of fresh food and optimal comfort in our homes and offices, while meeting the need for energy-efficient infrastructure, connected systems, and integrated renewable energy.

Our solutions are used in such areas as refrigeration, air conditioning, heating, motor control, and mobile and industrial machinery.

Our innovative engineering dates back to 1933. Today, Danfoss holds market-leading positions, serving customers in more than 100 countries. We are privately held by the founding family.

 

Danfoss engineers advanced technologies that enable us to build a better, smarter, and more efficient tomorrow. In the world’s growing cities, we ensure the supply of fresh food and optimal comfort in our homes and offices, while meeting the need for energy-efficient infrastructure, connected systems, and integrated renewable energy.

Our solutions are used in such areas as refrigeration, air conditioning, heating, motor control, and mobile and industrial machinery.

Our innovative engineering dates back to 1933. Today, Danfoss holds market-leading positions, serving customers in more than 100 countries. We are privately held by the founding family.

 


Nearest Major Market: Rockford