Sciemetric

About Sciemetric

Sciemetric has worked with manufacturers for over 25 years to solve their biggest productivity and quality issues optimize their production lines quickly. Sciemetric’s people are specialists in modern manufacturing and industrial processes, with technology, products, and experience that span the assembly line and beyond. To harness the full potential of the Industrial Internet of Things (IIoT) and Industry 4.0, it’s not enough to just collect data from processes—you need to collect the right data and be able to access insights to help you improve your line.

Sciemetric’s process monitoring, data collection, and data analytics capabilities help customers achieve actionable insight in real-time. This empowers individuals to become effective agents of change in their organizations and drives continuous improvement in quality, profitability, and efficiency. The breadth and depth of Sciemetric’s expertise comes of walking thousands of manufacturing lines, creating hundreds of applications, and installing thousands of systems worldwide.

Job Summary 

Office Location: Windsor, Ontario 

Reporting to the Customer Service Director, the Customer Service Representative has overall responsibility and accountability for managing all Cases and RMAs for customer service issues, and developing content for the web portal to help our customers implement and support our solutions effectively. 

Key Responsibilities Include:

  • Ensuring timely and efficient response to all customer service needs, priority one 
  • Following customer service processes and ensuring all information is recorded and traceable 
  • Keeping the Customer Service Director informed of customer support issues that require management attention 
  • Managing and developing product and support documentation for the support portal 
  • Assisting Customer Service Director to provide management with standard reports and KPI’s that give excellent visibility into the customer service & support operations and functions 
  • Managing all customer service cases efficiently from creation to customer agreed closure 
  • Providing professional customer support by rapidly and accurately troubleshooting hardware, software and application issues that customers are having with Sciemetric products 
  • Pro-actively developing and maintaining customer relationships that are positive, mutually respectful, trustworthy, and ethical 
    Delegating and managing customer support issues to the Customer Service Engineer or other departments as required to actively and efficiently solve customer service issues
  • Participating in the resolution of customer concerns and following the customer contact strategy 
  • Identifying opportunities for service delivery improvements and value-add to the customers 
  • Providing support to other departments throughout the customer life-cycle as required 
  • Working with the RMA team to ensure hardware service and repairs are done with speed and accuracy and all customer service delivery issues are resolved 
  • Assisting with customer satisfaction tracking and reporting based on customer complaints, incident reports, customer retention and customer satisfaction levels based on formal (e.g. customer surveys) and informal (direct feedback) information 

Required Qualifications:

  • Recent graduate from a computer science or computer engineering program
  • Knowledgeable with PC hardware and software 
  • Excellent interpersonal, written, and oral communication skills 
  • Dedication to customer service and satisfaction 
  • Strong problem solving skills 
  • Experience working in multi-client/multi-tasking environments 
  • Ability to deliver to deadlines 

Desirable Attributes:

  • Customer charisma 
  • Customer-driven focus 
  • Team player 
  • Self-starter with good management communication 
  • Comfortable with cross-team communications 
  • Strong follow-up skills 
  • Aggressive approach to closure of customer issues 
  • Ability to manage unhappy customers 
     

Apply to careers@sciemetric.com. Please include "Customer Service Representative - Windsor, ON" in the subject line.

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