Vitamix is unquestionably the premium brand of high-performance "blenders," and known for its top-notch company culture and climate. It is an important component of what makes Vitamix unique and successful, and the reason why Vitamix is recognized as a Top Workplace, North. Coast 99 Winner, and Smart Culture Award recipient. Throughout its 101-year history, Vitamix has encouraged and promoted healthy lifestyles for both its customers and employees. Employees enjoy multiple wellness programs and ... more details
Vitamix is unquestionably the premium brand of high-performance “blenders,” and known for its top-notch company culture and climate. It is an important component of what makes Vitamix unique and successful, and the reason why Vitamix is recognized as a Top Workplace, NorthCoast99 Winner, and Smart Culture Award recipient.
Throughout its 101-year history, Vitamix has encouraged and promoted healthy lifestyles for both its customers and employees. Employees enjoy multiple wellness programs and perks, a free Vitamix machine, and an onsite fitness center. Vitamix also offers a flexible work environment, great work culture, healthy living initiatives like fitness reimbursements, and opportunities for advancement.
For consumers, Vitamix can be found domestically in places like William Sonoma, Sur la Table, Crate & Barrel, Target, Amazon, and at Vitamix.com, and is in over 130 countries around the world.
Ultimately, Vitamix is the Global-leader in high-performance blending solutions for home and commercial use, is preferred by chefs and is found in many of top restaurants around the world. It is relied upon by culinary schools in the U.S. and has been used to train thousands of students and master chefs worldwide. If it is not a Vitamix, it’s just a blender.
Vitamix is seeking a Technical Service Representative to deliver world-class global warranty support, technical support, and troubleshooting assistance on commercial Vitamix products. They will ensure the highest level of quality, customer service, professionalism, and timely resolution for customer concerns on all commercial products. The successful candidate will have previous experience working in a call center environment, working with product troubleshooting.
Duties & Responsibilities:
- Delivers the highest level of professional, quality customer service and timely warranty repair of commercial Vitamix products.
- Provides troubleshooting assistance and effectively resolves all warranty claims requests for commercial customers via the communication channels of email, commercial technical service call center, and Global Warranty website.
- Authorizes global warranty service and directs customer to appropriate service location.
- Assists in maintaining the authorized Service Provider Warranty Repair Network and Parts Distribution Network List; maintains scorecards to monitor performance of the Networks.
- Documents all customer issues and their resolution accurately, reporting major issues and repair trends to Commercial Global Technical Services Supervisor.
- Identifies and reports trends in product quality, recommends solutions and drives resolution to quality issues.
- Acts as the liaison between the customer, customer service, quality and production.
- Under the supervision of the commercial management team, communicates product quality and call quality issues to appropriate Vitamix internal personnel.
- Maintains commercial customer database and documentation and performs order entry of return, exchange and repair orders.
- Demonstrates expertise in technical services processes, Vitamix operating EBS systems and commercial product mechanical functionality.
The ideal candidate will also possess:
- Alignment with Vitamix’s Guiding Principles which defines its Purpose, Mission, and Values.
- Proficiency in Microsoft Office, especially Word, Outlook, PowerPoint, and Excel.
- Previous experience using Oracle EBS software preferred
- Expertise around Vitamix competencies: Adapting to Change, Customer Thinking & Focus, Drive for Results, Service Orientation, Detail Orientation, Active Listening, Communication, Process Oriented
- Possesses and displays excellent verbal and written communication skills with ability to convey information to internal and external customers in a clear, focused and concise manner
- Demonstrated ability to interface and maintain effective relationships with all levels of employees in a team-oriented environment
- Proven ability to collaborate with and achieve actionable results through others, plus the ability to build strong and sustainable relationships, and the capability to interact within all levels of the organization
- Highly reliable, proactive self-starter; can be counted on to complete assignments on time
- Proven ability to identify, analyze, and solve problems
- Shift: Monday-Friday, 9:00AM-6:00PM EST
- 2 years’ experience in a call center or product troubleshooting environment
- Previous experience with electrical or manufacturing repair is a plus
- Associates Degree in Business or related field, or equivalent combination of education and work experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.