Service Operations Specialist

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing - all backed by the best service in the industry.

Location: Durham, NC

Hybrid in office 3x a week, 11:00 am to 8:00 pm Monday through Friday

Job Summary:

The Service Operations Specialist is based at Bell and Howell's HQ office located in Durham, NC, with operations throughout the U.S. and Canada, and reports directly to the Manager of the Customer Care Center.

The Service Operations Specialist supports the call escalation workflows within salesforce. This position supports field management, OEMs on call escalations through the tools developed in salesforce, and Field Service Management (FSM).

This position supplies communications and updates to the Service organizations and OEMs related to call escalations status. This position is a liaison between Service Operations and other Business Units to help drive improvements on salesforce related to FSM workflow.

Job Responsibilities:

• Subject Matter Expert for the Service organization on the FSM workflows related to call escalations.
• Assist and monitor emergency and non-emergency calls using the GANTT, Parking lot and other tools available assisting District Service Supervisors (DSS)/District Service Managers (DSM).
• Data management in FSM work with DSSs/DSMs to maintain accurate data (PM owners, Primary secondary, etc.)
• Responsible to assist the OEMs on escalated open calls to determine the status and supply feedback.
• Establishes positive relationships with internal/external customer to facilitate productive exchanges of information.
• Promotes adherence, best practices, and provides guidance to the Service organization to maximize efficiency on the FSM workflows.
• Product/process knowledge and skill set to train the CCC new hires and conduct refresher classes on CCC.
• Provide call processing support when Service Levels are low in the CCC.

Competencies (Skills, Knowledge and Abilities):

• Direct customer interaction (including troubleshooting assistance)
• Strong computer skills in using office programs (Excel, Salesforce, and Word)
• Knowledge of salesforce processes
• Strong oral and written communication skills
• Demonstrated customer service skills
• Must be able to lift 30 pounds.
• Be a professional with drive, ambition, self-starter/motivator.
• Have excellent analytical and customer skills are required as well as a demonstrated ability to handle complex problems and find ways to address them.
• Demonstrate ability to develop and maintain an awareness of issues.
• Exhibit sound practice in issue identification, analysis, and resolution.
• Use effective verbal, non-verbal, and active listening skills to meet BH business needs.
• Be personally committed to growth development.
• Create and maintain customer relationships that are built on a foundation of consistent, high quality service delivery. Effectively root cause customer issues and quickly resolve concerns, while managing internal and external expectations.
• Experience working in a call center environment

Education and Experience:

• A high school diploma or GED and a minimum of 2 - 4 years of related experience or equivalent combination of experience and education is required.
• Direct customer interaction (including troubleshooting assistance)

Travel:

This position does not require travel.

Physical Requirements:

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Requires close vision for computer work and reviewing correspondence.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.