Service Specialist

Under the direction of and reporting to the Service Manager – Mexico, the primary duty of the Service Specialist is to Supervise the correct operation of the Authorized Service Centers (ASC) to meet corporate objectives: Turn Times, User Experience with repairs at ASC and Service KPI´s. Also handles customer inquiries and issues, escalates complex or urgent cases to appropriate managers or specialists for resolution.

• People, Culture & Strategic Leadership:
  • Develop goals and objectives and self-evaluate performance toward achieving those goals.
  • Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics and deliver on critical improvement projects.
  • Plan, coordinate and develop support content for ASC trainings and leadership meetings.

• Operational Oversight:
  • Oversee, direct, and coordinate all after-sales activities for assigned ASCs, including conducting an annual evaluation and audit of ASCs in assigned markets to guarantee adherence to regulations, established procedures, quality and the achievement of partnership objectives.
  • Assist in approval process of all electronic warranty claims by ACS in a timely manner with Technical Service.
  • Provide expert after-sales product knowledge to the distributor and end-user customer base, execute strategic initiatives (including expansion), collaborate with sales and Jobsite Solutions (JSS) to capture market share, drive sales growth, and foster strong relationships.
  • Develop primary knowledge of the marketplace (users, applications, products, competition, and channels).
  • Provide feedback from the field to corporate management regarding:
    • Trends in product and application associated with new After-Sales products and services.
    • The quality and performance of Milwaukee products, documented through Field Product Reports and following up with Q.E. as needed.
    • Trends in competition, end users and channels of distribution.
  • Coordinate and execute training for ASC personnel in product knowledge, systems, operations and quality per Milwaukee standards and procedures.
  • Assist service leadership in various projects and branch operations as assigned.

• Customer Service Excellence:
  • Position self as expert, resource and leader with the field sales, marketing and Service organizations for support and implementation of NPD processes, programs and operations, and proactively assist in solutioning proper service support for distribution and end users.
  • Drive resolution for customer and Milwaukee field team escalations for repairs, warranty guidelines and program support. Function as a liaison between the Service branches, our customers and field team.
  • Ensure customer satisfaction by maintaining exacting standards of service quality.
  • Strategically plan customer visits and partner with Sales / Jobsite Solutions (JSS) to cultivate relationships, deliver presentations, offer innovative after-sales programs and communicate plans. Create opportunities for the account/end user to grow their relationship and business with Milwaukee Tool, leveraging after-sales solutions vs. competitive programs. Present reports to the accounts which show after-sales KPI tracking and areas of concern and/or opportunity.
  • Ensure customer satisfaction by maintaining exacting standards of service quality.

• Quality & Continuous Improvement:
  • Stay current with industry trends and advancements to maintain an elevated level of technical expertise and use to assist in New Product Development support, execution and innovation.
  • Identify areas for improvement and implement process enhancements.
  • Work with ASC Mgmt. / Ownership to ensure that Repair Technician teams adhere to quality standards and best practices learned during training and execute to deliver to metrics.
  • Maintain and update required resources, fixtures and equipment within network to ensure locations follow Milwaukee Service quality and standards.

• Reporting and Analysis:
  • Prepare and present regular operational reports to leadership.
  • Analyze operational data to identify trends, issues, and opportunities.
  • Utilize data-driven insights to make informed decisions.

• Bachelor’s degree or equivalent experience preferred. Preferably Business-related or Engineering field.
• Minimum of three years experience in a Sales/Service/Operations related field with account management preferred.
• Must be proficient in computer skills and Microsoft Office applications.

• Must possess effective business communication skills, broad business perspective, and market savvy.

• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Bi-Lingual (English/Spanish). Strong Verbal and Written English fluency preferred.
• Exceptional communication and interpersonal skills.
• Proficiency in operational management software and tools.
• Ability to work under pressure and manage multiple priorities.
• Must possess valid driver’s license.
• Ability to travel up to 60% of the time (Domestically, International- LATAM & USA)
• Requires a valid passport. Valid US Visa preferred

• Hybrid work.
• Stand/Walk approximately 50-90% of workday
• Sitting 10-50% of workday; or, at desk for 20-30 hours per week.
• Regularly lift/push/pull/carry materials and tools weighing 25 lbs.
• Occasionally lift tools up to 75 lbs.
• Office work approximately 40-60% of workday.
• Frequently set-up and operate displays of tools – requiring use of hands, bending and/or kneeling and/or crouching, and/or stooping.
• Ability to occasionally operate equipment with severe vibration and strong torque.
• Key in computer data 20-30 hours/week.
• Normal vision/peripheral vision required to safely operate powered hand tools and drive a vehicle.