Job Description

Customer Tool Service Representative

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Purpose of Position

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To Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value.

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Achieve Goals In:

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- High performing team & raising the profile of After Market Service (AMS)
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- Communication of Hilti unique service benefits: cost estimates/repair cost limits, technical and sales-driven consultations – external and internal
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- Repair quotation and Trade-in success
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- Leading continuous improvement mind-set for all customer and operational support activities
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- End to End Repair Journey excellence
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- Occupational Health and Safety
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Areas of Responsibility

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Responsibility: Quotations and Service to Sales

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Expected result: Improve customer experience, achieve targeted quotation success.

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Major actions required:

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- Daily processing repair related quotations in a timely manner – Sell repair, trade in and Fleet options
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- Process all communication to customers and internal stakeholders
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- Technical and product advice
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- Support Channels partners on service objectives; quote reduction, trade in and sales campaigns
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Measures:

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- Quotation success rate
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- Quotation avoidance
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- Trade in rate
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- Quote Handling Time
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Responsibility: Customer Experience and Complaint Handling

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Expected result: Improve customer experience across Voice of Analytics/Customer (VoA/VoC)

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Major actions required:

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- Support Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on service
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- Manage all repair related CCN's through to resolution and action acceptance from the customer
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- Support Technician Team Leader with communication to customers and Product Management team for application complaints and concerns
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Measures:

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- CCN Cycle Time
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- Close the Loop (CtL)
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- Service Levels
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- Repair Journey CX Score
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Responsibility: Premium Tool Pool Management

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Expected result: Timely and accurate execution of all administrative related tasks to support our Premium Tool Park (PTP) service offering

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Major actions required:

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- Coordinate Loan and Tools on Demand (ToD) return orders from FM customers including but not limited too:
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- Liaising with nominated carriers regarding failed collections and ensuring collections are successfully completed
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- Following up customers regarding their overdue tools and supporting them through the return process
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- First point of control for all account credit requests relating to PTP related invoices
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- Continuously evaluate our return process and suggest process improvements to enhance the overall customer experience
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- Provide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's):
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- Lost/Stolen PTP Tools
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- PTP Invoice Queries
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- Submit CAPEX requests as needed for new PTP assets and deactivate PTP assets at the end of their defined lifecycle
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- Manage all stock movements for PTP assets
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- Manage replenishment process from TSC PTP to decentralised PTP locations
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- Review PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for new asset requests
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- Manage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance Systems
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- Manage various SAP administrative functions related to PTP operations
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Team & Personal Attributes

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- Passionate about providing excellent customer service
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- Ensuring information is of the highest quality
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- Solid contributor towards results
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- Positive attitude towards teamwork and continuous improvement, pro-active mentality
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- Can establish a mutual sense of trust and co-operation
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- Work effectively with others
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- Actively work to promote and support a team spirit
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- Work closely with the TSC team to create a harmonious and productive working environment
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- Learn new skills and develop on new products
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- Share learning experiences with other team members
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- Ambition to develop his/her skills in all relevant areas
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- Develop the team through active participation
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- Proactive networking
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Other Duties or Activities

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- Close liaison with TSC Manager to ensure the smooth running of repair operation in all aspects to maximise tool repair turnaround time (ROCT)
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- Comply with policy and procedures as set down by management
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Key Responsibilities

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- Managing customer quotations
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- Handling customer experience and complaints
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- Coordinating Premium Tool Pool management
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Key Strengths

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- Customer service excellence
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- Communication skills
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- SAP and MS Office proficiency
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- Operational and sales skills
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- Continuous improvement mindset
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- Team collaboration
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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.

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A Final Note: This is a role with Hilti Group not with Hatch.

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