Job Summary
Serves as the first point of contact with customers at the branch, promoting quality customer service and assisting with increasing business at the branch location.
Key Responsibilities
* Respond to customer inquiries via phone or at the branch, developing positive relationships with key customers.
* Assess customer needs and gather pertinent information.
* Create basic work orders in appropriate systems.
* Provide status updates to customers as requested.
Competencies
* Financial acumen – interpreting and applying understanding of key financial indicators to make better business decisions.
* Communicates effectively – delivering multi‑mode communications to convey a clear understanding of unique customer needs.
* Customer focus – building strong customer relationships and delivering customer‑centric solutions.
* Directs work – providing direction, delegating, and removing obstacles to get work done.
* Instills trust – gaining confidence and trust of others through honesty, integrity, and authenticity.
* Manages conflict – handling conflict situations effectively, with minimal noise.
* Diagnostics application – translating customer complaints to develop troubleshooting plans; troubleshooting issues following guided workflows and documenting steps.
* Electronic service tool application – identifying and using the appropriate hardware and software tools for service events.
* Service documentation – creating and verifying customer, equipment, and technical information and documenting it in the service management system.
* Technical escalation – obtaining product technical issue information and utilizing available resources, elevating issues to higher expertise.
* Warranty process – analyzing customer issues to verify root cause and coverage, and filing claims in the proper system.
* Values differences – recognizing the value of diverse perspectives and cultures.
Education
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Experience
Requires significant relevant work experience or specialized skills obtained through education, training, or on‑the‑job experience. May require licensing for compliance with export controls or sanctions regulations.
Qualifications / Duties
* Coordinate maintenance activities, raise purchase orders, assist with contractor management and invoice processing.
* Assist with vehicle fleet management.
* Daily timesheet entry for the branch.
* Review mining hours and data entry.
* Assist the admin team with admin duties where required.
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