Customer Account Manager
TAT Technologies Ltd.
Material Handling Service Support Specialist
WMH Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States • Alabama
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Deliver exceptional customer service to internal and external clients with professionalism and efficiency.
- Act as the go-to expert for service-related inquiries, providing technical guidance to customers, service technicians, and internal teams.
- Schedule and dispatch service technicians, optimizing workload management for timely and effective service delivery.
- Monitor and manage work in progress (WIP) to ensure service tasks stay on track and meet quality standards.
- Initiate, oversee, and close work orders with precision, maintaining accurate records and ensuring smooth operations.
- Continuously improve service efficiency, productivity, and quality within the Service Department.
- Maintain detailed service documentation, including work orders, reports, and customer communications, ensuring compliance with policies.
- Support rental equipment contracts, shipping, and receiving coordination to streamline processes.
- Manage data entry, warranty claims, and fleet processing, ensuring timely and accurate resolution.
- Prepare and contribute to monthly departmental reports to inform data-driven decisions.
- Strengthen relationships with vendors and manufacturers to ensure seamless communication and support.
- Support internal teams by fostering a collaborative and productive work environment.
- Develop in-depth expertise in forklift products, technology, and industry best practices.
- Identify opportunities to enhance service processes, customer support, and product performance.
- Collaborate closely with customers, service technicians, and internal teams to diagnose, troubleshoot, and resolve service-related issues.
Requirements
- High School Diploma or GED required.
- 3-5 years in technical support or service within the material handling or forklift industry (heavy equipment, agriculture, or automotive parts is a plus).
- Deep understanding of forklift systems (electrical, hydraulic, and mechanical) with strong diagnostic and troubleshooting skills.
- Proven ability to deliver outstanding customer service and build relationships.
- Strong critical thinking and analytical skills for problem-solving.
- Ability to manage multiple service tasks, prioritize effectively, and maintain efficiency under pressure.
- Works well with technicians, parts specialists, sales teams, and vendors to ensure seamless operations.
- Proficient in service management software, CRM systems, diagnostic tools, and Microsoft Office Suite.
- Self-motivated, results-oriented work ethic and drive.
- Strong attention to detail and precision.
- Exceptional verbal and written communication skills.
- Leadership and coaching ability to guide and mentor others.
- Physical requirements: standing, walking, bending, kneeling, stooping, crouching; lift and move items over 50 lbs; vision requirements (close, distance, color, peripheral, depth perception, and adjusting focus).
