Customer Tool Service Representative
Purpose of Position
To Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value.
Achieve Goals In:
High performing team & raising the profile of After Market Service (AMS)
Communication of Hilti unique service benefits: cost estimates/repair cost limits, technical and sales-driven consultations – external and internal
Repair quotation and Trade-in success
Leading continuous improvement mind-set for all customer and operational support activities
End to End Repair Journey excellence
Occupational Health and Safety
Areas of Responsibility
Responsibility:
Quotations and Service to Sales
Expected result:
Improve customer experience, achieve targeted quotation success.
Major actions required:
Daily processing repair related quotations in a timely manner – Sell repair, trade in and Fleet options
Process all communication to customers and internal stakeholders
Technical and product advice
Support Channels partners on service objectives; quote reduction, trade in and sales campaigns
Measures:
Quotation success rate
Quotation avoidance
Trade in rate
Quote Handling Time
Responsibility:
Customer Experience and Complaint Handling
Expected result:
Improve customer experience across Voice of Analytics/Customer (VoA/VoC)
Major actions required:
Support Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on service
Manage all repair related CCN's through to resolution and action acceptance from the customer
Support Technician Team Leader with communication to customers and Product Management team for application complaints and concerns
Measures:




CCN Cycle Time
Close the Loop (CtL)
Service Levels
Repair Journey CX Score
Responsibility:
Premium Tool Pool Management
Expected result:
Timely and accurate execution of all administrative related tasks to support our Premium Tool Park (PTP) service offering
Major actions required:
Coordinate Loan and Tools on Demand (ToD) return orders from FM customers including but not limited too:
Liaising with nominated carriers regarding failed collections and ensuring collections are successfully completed
Following up customers regarding their overdue tools and supporting them through the return process
First point of control for all account credit requests relating to PTP related invoices
Continuously evaluate our return process and suggest process improvements to enhance the overall customer experience
Provide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's):
Lost/Stolen PTP Tools
PTP Invoice Queries
Submit CAPEX requests as needed for new PTP assets and deactivate PTP assets at the end of their defined lifecycle
Manage all stock movements for PTP assets
Manage replenishment process from TSC PTP to decentralised PTP locations
Review PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for new asset requests




Manage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance Systems
Manage various SAP administrative functions related to PTP operations
Team & Personal Attributes
Passionate
about providing excellent customer service
Ensuring information is of the highest quality
Strong contributor towards results
Positive attitude towards teamwork and continuous improvement, pro-active mentality
Can establish a mutual sense of trust and co-operation
Work effectively with others
Actively work to promote and support a team spirit
Work closely with the TSC team to create a harmonious and productive working environment
Learn new skills and develop on recent products
Share learning experiences with other team members
Ambition to develop his/her skills in all relevant areas
Develop the team through active participation
Proactive networking
Other Duties or Activities
Close liaison with TSC Manager to ensure the smooth running of repair operation in all aspects to maximise tool repair turnaround time (ROCT)
Comply with policy and procedures as set down by management
Key Responsibilities
Managing customer quotations
Handling customer experience and complaints
Coordinating Premium Tool Pool management
Key Strengths
Customer service excellence
Communication skills
SAP and MS Office proficiency
Operational and sales skills
Continuous improvement mindset
Team collaboration
Why Hilti Group is partnering with Hatch on this role:
Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Hilti Group not with Hatch.
#J-*****-Ljbffr

📌 Customer Service Coordinator @ Hilti (New South Wales)
🏢 Hatch
📍 New South Wales