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Customer Support Service Technician-Machinery

Date: Apr 19, 2021

Location: Atlanta, GA, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace. 

Requisition ID : 6973 

Employment Type : Full Time         

Job Category : Category Management                                             

Work Location :  Atlanta, GA (Whse) 

State or Province : Georgia (US-GA)     

Potential Work Location : United States : Georgia : Atlanta 

 

DUTIES and RESPONSIBILITIES

  • Resolves customer inquiries via telephone regarding the operation and repair of machinery products including milling machines, lathes, band saws, grinders, drill presses, brakes, shears, and wood working products.
  • Generates and presents all available options to the customer in order to resolve service issues in a timely and cost-effective manner.
  • Dispatches repair technicians to resolve machinery problems at customer site that cannot be resolved via telephone. Monitors progress, documents circumstances and follows up with customer to ensure all repairs have been completed within an acceptable time frame.
  • Identifies and coordinates shipment of warranty parts to customers as needed.
  • Difuses difficult situations with customers and negotiates any monetary issues that may arise.
  • Enters and retrieves information utilizing a personal computer and/or AS/400 system.
  • Develops external network of service providers.
  • Reviews service invoices to ensure accuracy before authorizing payment.
  • Fosters the MSC culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s mission.
  • In order to meet customer service requirements, associates can be temporarily reassigned to other warehouse functions.
  • Participates in special projects and performs additional duties as required.

 

EDUCATION and EXPERIENCE

  • High school diploma or the equivalent required.
  • Minimum of three years machining/technical experience and prior experience in a machine shop environment required.

 

SKILLS

  • Solid customer service/telephone skills required.
  • Excellent verbal communication skills required.
  • Knowledge of operation, maintenance and products related to industrial machines is required.
  • Computer literacy and proficiency in word processing and spreadsheet software required.
  • Understanding of customer machinery environments required.
  • Ability to communicate, instruct, and relate information to customers and outside service technicians.
  • Demonstrated knowledge of internal machinery components.
  • Demonstrated knowledge of mechanical, hydraulic, pneumatic and electrical diagrams and schematics.
  • Knowledge of machinery industrial products required.
  • Basic understanding of machinery operations required.

Why MSC  
People. Collaboration. Insight. That’s how you build something that works.

Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. 

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement 
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law.                    

                                                                  


Nearest Major Market: Atlanta