SERVICE TECHNICIAN - CLEER VISION

Position Overview

The Service Technician is responsible for coordinating service activities, supporting warranty and parts fulfillment processes, and ensuring timely resolution of customer service issues. This position serves as a key liaison between Sales, Warranty, Production, and Administrative teams to support customer satisfaction, and continuous improvement initiatives across all company brands. The Service Technician plays a critical role in maintaining communication, tracking service performance, and ensuring customers receive timely and effective support.

Essential Duties and Responsibilities

• Coordinate and schedule service calls in collaboration with the sales team while ensuring all required parts and resources are available.
• Track, report, and follow up on open service and warranty issues to ensure timely resolution
• Serve as a communication link between Sales, Warranty, Production, and Administrative teams.
• Monitor the status of parts and warranty orders and ensure timely processing and fulfillment.
• Coordinate with production teams to prioritize and schedule manufacturing of service parts when necessary.
• Analyze warranty claims and service data to identify recurring issues and opportunities for improvement.
• Assist in developing corrective actions aimed at reducing warranty claims, service issues, and customer chargebacks.
• Maintain accurate records of service calls, customer interactions, warranty activities, and parts shipments.
• Provide updates regarding service activities and order status to internal stakeholders.
• Support continuous improvement initiatives focused on enhancing service delivery and operational efficiency.
• Provide support to customers and internal departments regarding service requirements and warranty concerns.
• Participate in cross-functional meetings and projects related to service and warranty operations.

Characteristic Duties:

• Coordinate daily service scheduling activities.
• Track open warranty claims and service requests.
• Communicate service updates to internal departments and customers.
• Monitor inventory and availability of service-related parts.
• Coordinate parts shipments and delivery timelines.
• Assist with investigation and resolution of customer concerns.
• Review warranty trends and identify recurring issues.
• Support implementation of corrective action plans.
• Maintain organized service and warranty records.
• Assist with special projects and process improvement initiative

Competencies:

• Strong organizational and time management skills.
• Excellent written and verbal communication abilities.
• Customer-focused mindset.
• Problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and accuracy.
• Ability to work independently and within cross-functional teams.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Strong interpersonal skills and professionalism.

Physical Demands:

• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Ability to sit, stand, and walk for extended periods.
• Ability to use computers, phones, and other office equipment frequently.
• Ability to occasionally lift and carry parts or packages weighing up to 60 pounds.
• Ability to bend, kneel, reach, and climb short ladders as required.
• Ability to travel throughout production areas and customer support locations as necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

Required Education and Experience:

• High school diploma or equivalent required.
• Associate degree, technical certification, or related education preferred.
• Minimum of two (2) years of experience in service coordination, parts logistics, warranty administration, customer service, or related functions preferred.
• Experience in manufacturing, RV, automotive, or related industries preferred.
• Valid driver's license required and must meet company driving requirements.
• Experience working with ERP systems and service documentation preferred. Proficiency in Microsoft Office applications including Excel, Outlook, and Word