Customer Service Technician

This role is responsible for managing warranty claims and repairs for Service Tools products, including thorough documentation of findings and resolutions. The position also provides phone support to assist customers and internal teams. The successful candidate will work independently to manage daily responsibilities while collaborating effectively within a team environment.

The purpose of this role is to handle all Service Tools product repairs.  This includes both in warranty return evaluations, and out of warranty billable repairs.  Provide technical support to INFICON Service Tools’ network of distributors, sales representatives and end-users.  Additionally, this role provides backup assistance for our customer service and sales teams.

Items include but not limited to:

• Diagnose, troubleshoot, and repair equipment to module and component level. Maintain, service, and repair multiple product lines. Test and verify operation of repaired equipment.

• Properly process all warranty returns and out of warranty repairs for Service Tools through established SAP procedures.  Includes generating return numbers (warranty and billable returns) on SAP for customers, tracking the returns and closing them out on SAP. 

• Acts as a technical resource for inbound customer inquiries, stepping in when calls require a higher level of expertise than the customer service team can provide. Also supports the team by covering calls during staffing gaps or high-demand periods.

• Be involved in Service Tools sustaining projects as well as new product development, communicating issues related to repairs and maintenance.

• Executes reports for management about the warranty/repair details. Communicate details to management/engineering teams with issues noticed on warranty items

• Assist Service Tools Marketing with developing and maintaining repair parts lists for all products

• Provide sales and technical assistance to Service Tools distributors and end users