Customer Service Technician
Company:
Delkin Devices is a privately held company founded in 1986, with Corporate Headquarters in San Diego, CA and European Offices in Birmingham, England. Delkin is consistently recognized as one of San Diego County’s leading manufacturing companies, with sales and distribution channels across the world. The Delkin name is associated with paramount quality, professionalism, and most importantly innovation, serving both industrial and consumer markets worldwide.
Summary This position offers technical service to customers via the telephone and e-mail. This role will interact with customers to provide information in response to inquiries about products and services and will work to handle and resolve complaints.
Duties and Responsibilities:
- Receives customer requests by telephone or mail, analyzes requests, provides information requested.
- Analyze trends in customer issues and products while tracking resolutions;
- Triage customer problems online, over the phone or in p0erson and resolve or escalate them;
- Troubleshoot, identify, and resolve problems with electronic equipment or software remotely or in a customer setting;
- Transform issues into improvements for products and information for customers;
- Recommend technical and product solutions to customers and internal teams;
- Analyzes transactions, enters or corrects records, and accurately reports on customer activity.
- Enters data and maintains company records using Salesforce CRM and MAS500.
- Maintains liaison with other departments for problem resolution.
- Perform product inventory and material receiving functions.
- Assist in verifying product failure modes and document dispositions accordingly.
- Processes returns and replacement product.
- Create and edit processes and procedures documents for workflows.
- Other duties as assigned.
Knowledge, Skills, and Abilities Required:
- Must have a quality focus with excellent attention to detail, problem-solving skills, and multi-tasking ability.
- Excellent listening and phone skills with the ability to effectively resolve the conflict.
- Effectively analyze information for trends.
- Technical aptitude and ability to work with various computer software programs.
- Intuitive with programs and software. Familiar with and can navigate both Mac and PC environments. Understand disk management (how to format, partition, etc.)
- Understands electronics component connections (HDMI, USB2, USB3, SATA).
- Experience with Salesforce CRM, MAS500 MRP, Adobe Photoshop or Lightroom highly desired.
- Experience in the consumer environment of photography equipment and understanding the mechanics of memory devices and storage highly preferred.
- Engineering background is desirable.
- Excellent verbal and written communication skills.
Working Conditions
- Work is performed at a desk in an office work environment and factory floor.
- Role will be regularly required to walk, sit and stand, and to reach with hands and arms. Regular use of a computer keyboard is required. Vision requirements will be mostly close for computer monitor use. Must be able to walk up and down stairs.
- Limited exposure to physical risk.
Minimum Job Requirements
- Associates Degree or relevant certification required, or equivalent combination of education and experience required; Bachelor’s Degree preferred.
- Five to seven years of technical customer service experience.