Service Coordinator & Product Specialist 2020-08-04T15:30:37+00:00

Service Coordinator & Product Specialist

Job Description

The Service Coordinator and Product Specialist is a customer service oriented individual tasked with ensuring that the Earthworks experience remains exceptional even when things don’t quite work the way we’d like them to.  In addition to processing repair orders and warranty claims the Specialist is available to assist customers and industry professionals with any technical, product, or application questions they may have.

Essential Functions:

  • Working knowledge of industry related equipment and standards including: microphones, interface equipment and configurations in order to guide customers through troubleshooting procedures.
  • Able to understand and address customer related inquiries via phone, email or other media.
  • Follows up by requesting photos, videos, sound files, or other evidence to support the diagnostic or troubleshooting process.
  • Leverages CRM and other internal software to confirm serial numbers, purchase dates and warranty coverage.
  • Ability to process and test returned products and verify customer complaints as documented
  • Able to calibrate Microphones and provide ECFs upon request
  • Tracks, manages, and evaluates repair and warranty data
  • Communicates with other departments to implement any quality control improvements based on repair data.
  • Fluent working knowledge of ZenDesk or comparable Saas Omni-Channel Service Platform.
  • Can Do Attitude is non-negotiable
  • Team playing, problem solving, go-getter who understands what going the extra mile means.
  • Must be highly self-directed but able to take feedback and to follow scripts and templates.

Working Environment

Office

Physical Demand

Light technical and mechanical assembly

Position Type / Hours of Work

This is a full time position. 

Preferred Education & Experience

  • Minimum of two (2) years experience in the audio industry, or Bachelor’s degree in a related field.
  • Experience in customer service or sales.

Reporting

Reports to the Director of Engineering

Submit Your Resume

Resumes may be submitted via email or mail.

Earthworks Inc

Attn: Careers

37 Wilton Rd, Ste 1

Milford, NH 03055

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