Join our team in Santa Ana, CA!  Ocean Technology Systems is a world leader in underwater communications.

How are your people skills?

Facilitate the receipt, repair, and return of OTS products sent in for Service. In addition, provide minimal technical support to assist customers with troubleshooting equipment in the field via telephone or e-mail, when requested.

Duties include but are not limited to:

• Process repair quotes in Syteline and send to customer for approval of recommended repairs
• Ensure any deadlines communicated by the customer are adhered to
• Determine whether repair work will be performed under warranty by validating serial numbers and date stamps
• Record and communicate the Technician’s finding and recommendations for service and repair
• Address customer complaints and concerns and attempt to diffuse or identify a solution
• Manage and maintain failure log consisting of repaired equipment
• Answer questions regarding product operation and provide troubleshooting support to customers in the field experiencing an issue
• Stage return shipment of repaired equipment including the completion of necessary documents
• Establish and complete quarterly “rocks” which align with the EOS model
• Bill all parts used for repairs, determine insurance amounts of equipment being returned, validate return address, and obtain payment upon completion of each repair order
• Reply daily to all email inquiries, phone calls, voicemails
• Provide repair status to customer’s when requested
• Offer scratch and dent inventory for sale when items on the repair orders are determined non-repairable, when applicable
• Ensure paperwork processing and communication is timely to adhere to two-week repair turnaround time KPI
• Consistently follow up on repair orders in need of payment and approval
• Manage “due dates” within Syteline daily to ensure proper follow-up and preparation of repairs orders shipping the following day
• Consistently assist in process improvement and identifying opportunities to become more lean
• Must be willing to learn and assist in other departments with different tasks, as needed.
• Adhere to the established export compliance process when shipping to international customers
• Processing approved purchase requisitions, utilizing specific accounts
• Communicating due dates to applicable personnel
• Following up on any past due PO’s with the vendor for parts pertaining to special orders
• Communicate special order completion to the Sales Department for direction
• Assist with other administrative tasks pertaining to facilitating special orders including the review of build of materials for obsolete items to confirm stock levels; following up with the Purchasing Department if stock parts need to be ordered.

THIS IS A TEMP TO HIRE POSITION.

(You will start with an agency for 30-60 days, afterwards you will be eligible to be hired directly by Ocean Technology Systems.)

Knowledge and Abilities

• Ability to use proper business etiquette to converse with customers and co-workers.
• Electronic background or general understanding of electronics ideal.
• Must have excellent interpersonal communication and customer service skills, as well as the ability to problem solve, work independently, and prioritize correctly.
• Must be team oriented, highly motivated, have excellent time management and organizational skills.
• Must have the ability to maintain a positive and professional attitude in all circumstances.
• Must be able to efficiently manage and respond to a high volume of emails.
• Must be detail oriented.

 

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