Sr. Associate Customer Service - AMT Specifier
Perks & Benefits:
- Responsibilities include working with On-Site Mechanics, Construction Supervisors, Engineering, Manufacturing Personnel, CLC Drafting, Quality and Cross Departmental Otis Employees to develop configured material parts lists, routings, DXF Files, Software Files, Wiring Diagrams and On-floor sheets as needed to complete elevator ordering configurations, on-time and without error.
- Interact directly with end-users on orders, and assist the Customer Service Representatives with any issues they may have with processing orders.
- Troubleshoot and assist in data resolution whenever issues arise with configurations or software configuration tools and programs. Be able to interact and provide assistance to Tech Data and IT Support on issues related to current orders.
- Research the root cause of all non-billable orders by making direct calls to the field, and reviewing upfront ELOG orders, Engineering drawings, Engineering configuration matrices, and configurator logic. Whenever possible recode orders to better reflect the true root cause of the issue, document the issue fully, and if needed work with Quality or Engineering on implementing corrective actions.
- Identify newly developing ordering trends, report these issues to Quality and/or management, and if possible work with Quality and Engineering to develop long-term solutions to these issues. Attend related Quality Meetings and serve as a technical support on issues related to Department Orders.
- Collect and enter turnbacks for departmental quality purposes.
- Whenever possible, improve existing applications or processes, looking for ways to better serve the customer and improve efficiency of order processing and fulfilment times. Submit improvement ideas to IT Support and attend related meetings to insure proper implementation.
- Knowledge of the Otis Elevator parts and materials across all current product lines
- Knowledge of Otis systems including eLogistics, PDM Link, AMTT, JDE, Concept, and MTS.
- Experience working with Bills of Material and/or specifying technical products
- Experience working with Technical Data Sheets, Engineering Drawings, On-Floor sheets, Layouts, and Bill of Materials
- Exceptional Communication Skills
- Exceptional attention to detail
- Excellent verbal and written communication skills
- Excellent listening skills
- Excellent analytical thinking skills
- Ability to learn quickly and retain information
- Knowledge of the elevator industry, and explicit knowledge of current Otis parts and product configurations.
- Past Concept configuration experience
- Past Otis systems experience
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