Service Representative **Job Description:** _We are_ _seeking_ _highly motivated and experienced_ _service representatives_ _at our_ _Factory Service Center_ _s_ _to join our dynamic team_ _!_ _Under the direction of the_ _Factory Service Center Branch_ _Manager_ _, the_ _Service_ _Coordinator_ _will_ _be responsible for_ _deliver_ _ing_ _a high level of customer support and satisfaction_ _and_ _driv_ _ing_ _operational efficiency_ _and quality in a safe work environment_ _in accordance with prescribed procedures to ensure proper functioning, safety and reliability_ _in support_ _of_ _the_ _Milwaukee Tool product line_ _in the Factory Service Center_ _._ _The ideal candidate will_ _seek_ _to gain_ _technical_ _expertise_ _and_ _possess_ _a customer-centric approach_ _as par_ _t_ _of a_ _high_ _performing_ _team_ _._   Duties and Responsibilities **Culture Alignment:** + ExemplifyMilwaukee Culture expectations to maximize organizational capacity andcontribute to a collaborative, high-performing team. + Align with the Factory Service Center Branch Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance. + Drive cross-functional engagement with key business partners to achieve strategic objectives and exceed metrics. **Operational Excellence:** + Apply problem-solving skills to address issues and provide timely solutions. + Track spare parts inventory and order replacements as needed to ensure they are readily available for repairs. + Assist in answering alarm calls indicating service center security breaches and take necessary action to secure company property and goods. **Customer Service Excellence:** + Provide training or guidance to end users on proper equipment usage and basic troubleshooting procedures. + Maintain knowledge and understanding of the current product line to drive productivity and quality of repair while engaging in training on new products to expand capabilities and enhance technical skills. + Fill and pack orders and repairs for shipment to customers; prepare shipping documents and determine shipping charges by prescribed procedures. + Position self asan expert and resource for the Field Sales, Marketing, and Service organizations in supporting and implementing new product development processes, programs, and operations. + Drive resolution for escalated repair requests, warranty guidelines, and program support from users and the Milwaukee Field Salesteam. + Act as a liaison between Service branches and our end users. + Respond to user inquiries and requests whileassisting with performing counter procedures in a timely and professional manner via phone, email, chat, or in-person interactions. + Engage with end users to understand product service needs, provide updates on repair progress, answer questions, and address concerns. + Ensure accurate and timely order fulfillment andmaintainend user records and databases,including notes for future reference and analysis. **Quality, Safety & Continuous Improvement** + Report operational irregularities and defective materials for quality control. + Recommend areas for improvement and assist in process enhancements. + Help implementation and practice and execute 6S + Maintain and update required resources, fixtures, and equipment within the branch to ensure locations follow Milwaukee Service quality and standards. Education and Experience Requirements + Requires an education equivalent to a high school diploma or GED. + 1-3 years of experience in a customer service position is preferred. + Preferred proficiency in using various hand and power tools, diagnostic equipment, and software. + Ability to lift upto 50 lbs. + Ability to maneuver heavy material weighing up to 300 lbs. + Must possesspractical business communication skills and the ability to understand the local branch market. + Strong analytical and problem-solving abilities are crucial for diagnosing and repairing equipment issues. + Excellent interpersonal, communication, and customer service skills for dealing with end users and customers. + Adherence to safety protocols and guidelines is paramount to ensure personal safety and the safety of others. + Acquire and maintain industry or product-specific certifications or licenses that may be required. + Proficiencyin English, written and verbal. + Bilingual (English/Spanish) a plus. + Must be proficient in computer skills and Microsoft Office applications. + Ability to travel up to 10% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.) _Milwaukee Tool is an equal opportunity employer._ Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled We endeavor to make this site accessible to any and all users. If you need to contact us regarding technical accessibility of our website call 443-391-1542. This number is only for technical accessibility issues, not general employment or job posting inquiries.