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Employment Type : Full-Time
About SERVPRO Servpro Industries, LLC, is a national leader of fire, water, mold, and other specialty cleanup and restoration services. With a professional services network of more than 1,900 franchises in the United States and Canada, SERVPRO quickly responds to property damage emergencies. These range from multimillion-dollar disasters to those suffered by individual businesses and homes. SERVPRO headquarters in Gallatin, Tennessee, is home to 400+ employees who are dedicated to supporting SERVPRO franchise operations. SERVPRO has been recognized by The Tennessean for its Top Workplace Award in 2015, 2016, 2017, 2019, 2020 and 2021. Job Summary Equipment Product Coordinator provides product support to customers via the telephone and/or e-mail. Using strong product knowledge this person will provide the highest level of service and support to resolve the customer's issue quickly. Works to build confidence within the franchise community with regards to SERVPRO Professional Cleaning Products (SPCP). Additionally, this position maintains and updates all documentation associated with the cleaning products in SPCP on the internal internet of SERVPRO® (ServproNet, Web Store, etc.) Major Duties and Responsibilities Technical expert on handling, storage, usage, and application of all equipment supported products. Superior customer service: daily interaction with customers, vendors and corporate customers. Asks the customer well thought out / detailed questions to fully understand request. Responds to requests with clear and concise answers. Responsible for creating and updating all equipment reference, support and compliance materials across all mediums (printed and electronic). Provides routine administrative support in daily operations of equipment work group. Supports new equipment validation process, including: equipment performance validation, stage gate process, statistical analysis of equipment data, performance comparisons and narratives, equipment documentation editing and review, to include manuals parts lists and product education videos. Supports corrective action/ RMA/warranty report and tracking of supplier corrective action reports (SCARs). Works with vendors on follow up items and deliverables. Additional Responsibilities Assist the Equipment Manager in preparing technical papers/presentations as needed. Coordinates and processes truck mount installations with Product and Vehicle Sales departments and truck mount installers. Work cross-functionally with divisional teams to implement and support system/divisional changes. Required Qualifications Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner. Minimum of five (5) years’ experience in a telephone / e-mail technical support / customer support role. Familiarity with the water and fire restoration environment a plus. Must have strong customer service soft skills and be able to properly address customers in a professional and positive manner. Strong communication skills, both written and oral. Strong computer skills and proficiency with Microsoft Office Suite, particularly Excel and Word. Knowledge of Salesforce is a plus. Goal orientated and team player. Education High School Diploma or GED equivalent. Working Conditions Fast-paced, results-orientated office/warehouse environment. Standard working hours based on a 40-hour work week. Additional working hours required as needed to complete assignments and projects on schedule. Minimal travel as required for business needs (less than 10%). What we offer Excellent health benefits plan, which includes medical, vision and dental options 401(k) with company match Company profit sharing plan Generous vacation, paid time-off and paid holidays 2 free on-site fitness rooms with class options Weekly on-site massage therapist visits Personal and professional development programs Employee Assistance Program Employee Resource Groups “Financial Wellness” education and training programs SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.