Job description
Job Description:
Customer Technical Services Representative
Collaborate with Innovative 3Mers Around the World
Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 93,000 other curious, creative 3Mers.
“For more than 30 years at 3M, I’ve seen firsthand how it’s a place where curious, creative and collaborative people thrive and build a rewarding career. As a leader in this company, my goal is to ensure each 3Mer sees and feels the positive impact we’re making around the world” – Mike Roman, chief executive officer and chairman of the board at 3M
This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.
The Impact You’ll Make in this Role
Provides call related technical support for internal and external customers specific to KCI products. Answers and assists with problem calls. Collects and enters required data into Advantage Center systems. Performs function of a Product Knowledge Expert while assisting with internal training and development programs. Performs dispatching function in support of service organization by effectively routing customer appointments (work orders) within designated time frames.
As a Customer Technical Services Representative you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:
- Subject matter expert (SME) on VAC Therapy devices
- Trouble shoot products, provide technical expertise, quality customer service and assistance to both internal and external customers
- Performs daily tasks to support customer/patient work orders to Field Service Representative, UPS, or Couriers, including delivery, and service calls using an advanced routing system within assigned territory
- Collaborates with other departments within the organization to ensure commitments to customers are fulfilled and that customer expectations are met
- Provides effective communication to internal and external customers through the use of e-mail, phone, and text messaging systems
- Provides estimated time of arrivals when requested
- Handles incoming calls for service and product information
- Appropriately refers requests for service or information outside department’s responsibility
- Perform follow up calls as required to internal and external customers in a professional manner
- Escalates special customer service center request or problem issues to management
- Perform analysis to identify problems, determine root cause and recommend appropriate corrective actions and ensure customer satisfaction
- Performs dispatching function to include service driver routes and work orders & workloads as necessary.
- Participates in any and all reasonable work activities as assigned and deemed appropriate by management
Your Skills and Expertise
To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:
- High School Diploma/GED or higher (completed and verified prior to start) from an accredited institution
- Two (2) years experience in a technical role in a private, public, government, or military environment
- One (1) year experience in a customer service role in a private, public, government, or military environment
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
Supporting Your Well-being
3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Resources for You
For more details on what happens before, during and after the interview process, check out the Insights for Candidates page at 3M.com/careers.
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.
Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.
Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.
Pay & Benefits Overview: https://www.3m.com/3M/en_US/careers-us/working-at-3m/benefits/
3M is an equal opportunity employer. 3M will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.
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