Product Service Representative

Responsibilities:Provide comprehensive product and technical assistance to customers via phone, email, and chatHandle incoming customer inquiries and resolve issues in a timely and professional mannerUtilize SAP system to access customer information and product detailsTroubleshoot and diagnose problems related to compressors, engines, and other mechanical productsMaintain a pleasant and patient demeanor while addressing customer concerns and solving problemsDocument all customer interactions and follow-up actions in the company's CRM systemCollaborate with other departments to escalate complex issues when necessaryStay up-to-date with product knowledge and technical specifications through ongoing trainingAssist in the development and maintenance of product documentation and FAQsParticipate in team meetings and contribute ideas for improving customer service processesMeet or exceed performance metrics related to call handling time, customer satisfaction, and issue resolutionProvide bilingual support, preferably in Spanish, to serve a diverse customer baseIdentify and report recurring product issues or customer pain points to the appropriate teamsAssist with special projects and additional duties as assigned by management