Technical Service Advisor

Job Description: As a member of Milwaukee's End User Care Team, the Technical Service Advisor provides customer service, troubleshooting and technical support for our full range of products and services. As a Milwaukee Technical Service Advisor, you will: Join a team of associates motivated to deliver positive end user support experiences Provide exceptional customer support that increases loyalty and creates Milwaukee brand advocates Identify and implement tools & processes to drive support improvements Your responsibilities will include, but will not be limited to: Providing phone, email and written support for Milwaukee products and services. Developing reference tools and training in support of new product launches Contributing to Milwaukee's internal knowledgebase and external-facing service & support tools Developing & maintaining product, service and procedural reference files in a shared, digital library Supporting inquiries relative to product applications, complaints, warranty, service adjustments, quotations, literature requests, etc. Coordinating no charge replacements, factory servicing or other adjustments to drive customer satisfaction and retention Engaging appropriate personnel to address engineering application requirements and liability concerns Communicating concerns on defective parts, workmanship or design discrepancies to the appropriate Product Teams and/or Quality Engineering staff Reporting on field difficulties in servicing or troubleshooting of products; Issue Field Product Reports to Quality Engineering on frequent or unique product failure/defects Working with Milwaukee Customer Care, Service, Sales, Marketing, Engineering & Quality teams as required to resolve customer inquiries and drive improvements We're looking for: A great communicator that is focused on delivering a world-class customer care experience Excellent problem solving skills with strong technical and mechanical aptitude Experience in providing mobile and software technical support and troubleshooting Knowledge of power tools, how they work, what they're used for and how to troubleshoot & service Capability to utilize CAD drawings and Service Price Lists to resolve customer inquiries An ability to listen to customers, interpret their needs, and provide required support Excellent time management, multi-tasking and organizational skills Exceptional service & support quality in a fast-paced environment Ability to use a variety of software tools to research, reference and resolve inquiries 3 years of experience in Customer Service, Technical Support or related field High school diploma or equivalent education Fluent in English (proficiency in Spanish desired) Milwaukee Tool, founded in 1924, is a global leader in delivering innovative solutions to the professional construction trades that increase productivity and safety. Milwaukee® is known for their world-leading M12™, M18™, and MX FUEL™ cordless systems, the ground-breaking performance of their cordless innovations, safety solutions, battery-powered outdoor power equipment, jobsite lighting and clean-up, time-saving accessories, and innovative hand tool and PACKOUT™ Modular Storage Products. The company is dedicated to delivering a steady stream of advanced, trade-specific solutions. Milwaukee Tool is a Brookfield, Wisconsin-based subsidiary of Techtronic Industries Co. Ltd. (TTI) (HKEx stock code: 669, ADR symbol: TTNDY). For more information on the full line of Milwaukee® products, please call 1-800-SAWDUST or visit Milwaukee Tool.