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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Strong 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 current 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