Technical Customer Service Agent
hace 7 días
About Us
Hawk Excavator and EDDY Pump design and manufacture **industrial pumps, dredging systems, and excavator attachments** for mining, marine, construction, oil & gas, and wastewater. We’re adding a **detail-obsessed Technical Customer Service Agent** to support customers and partners across North America and globally.
What You’ll Do
- **Technical troubleshooting**: Guide customers through setup, operation, and basic diagnostics for **pumps, power units, and attachments** (mechanical/hydraulic/electrical).
- **Quoting & order entry**: Build quotes in **HubSpot**; process orders/RMAs and parts picklists in **Epicor** (or similar ERP).
- **Parts identification**: Read drawings, BOMs, and exploded views to identify correct **seals, bearings, liners, impellers, hoses**.
- **Case coordination**: Escalate to engineering/field service; follow through to resolution and confirm customer success.
- **Knowledge base**: Document fixes, FAQs, and how-to guides to reduce repeat tickets.
- **Logistics & warranty**: Coordinate shipments/returns; verify warranty eligibility and approvals.
- **Customer experience**: Drive CSAT/NPS and hit response/resolve time targets.
Must-Haves
- **HubSpot** CRM experience (tickets, deals/quotes, knowledge base).
- Strong **attention to detail** and documentation discipline.
- Demonstrated **technical aptitude** (mechanical/hydraulic/electrical basics).
- Comfortable reading **drawings/BOMs** and using part catalogs.
- Proficiency with **Excel/Sheets** and general office tools.
- Ability to multitask, prioritize, and stay calm under pressure.
Nice-to-Haves
- **Epicor** (or similar ERP: NetSuite, SAP, Infor) for order entry, RMAs, inventory.
- Background in **industrial equipment**, pumps, rotating machinery, or heavy fabrication.
- **Spanish/English bilingual** (helpful for suppliers and customers in MX/US).
- Experience with **remote support tools** (video calls, annotated screenshots).
Success Metrics (what you’ll be measured on)
- First-response and resolution time to SLA
- Case quality (complete notes, correct dispositions, KB contributions)
- **CSAT/NPS** and repeat contact rate
- Quote turnaround time and order accuracy
What We Offer
- Competitive pay + benefits (based on location)
- Training on pumps, hydraulics, and our product lines
- Growth path into **Senior Support, Technical Sales, or Product/Service Ops**
Pay: $20,000.00 - $30,000.00 per month
Work Location: In person
-
Customer Service Agent
hace 2 semanas
Tijuana, México Tres R A tiempo completo**Vacante para la empresa Tres R en Tijuana, Baja California**:**CUSTOMER SERVICE AGENT** Actividad**Responsable de recibir llamadas de clientes de Scan Health Plan para asistirlos en asuntos relacionados con su seguro médico, de farmacia y/o dental. Precalificar a clientes potenciales para mejorar sus beneficios de cobertura de...
-
Bilingual Customer Service Agent
hace 2 semanas
Tijuana, México 3R RESPUESTA RAPIDA EN RECLUTAMIENTO A tiempo completo3R RESPUESTA RAPIDA EN RECLUTAMIENTO busca un Bilingual Customer Service Agent para unirse a nuestro equipo.Como Bilingual Customer Service Agent, tus principales responsabilidades incluirán:- Brindar un excelente servicio y apoyo a nuestros clientes bilingües.- Resolver problemas y proporcionar soluciones efectivas a los clientes.- Registrar y mantener...
-
Customer Service Agent
hace 7 días
Tijuana, México Tres R A tiempo completo**Vacante para la empresa Tres R en Tijuana, Baja California**: **CUSTOMER SERVICE AGENT** Responsible for receiving calls from Scan health plan clients to assist them in matters related to their medical, pharmacy and/or dental insurance. Prequalify potential clients to improve their health coverage benefits **Benefits**: Permanence Bonus 26000 mxp 2...
-
Customer Service Agent
hace 5 días
Tijuana, México PromoCall A tiempo completo**Hey in PromoCall we are looking for an experienced****CUSTOMER SERVICE AGENT.**This position is 100% focused on CUSTOMER SERVICE, no sales, no collections!We are looking for agents who are really good listeners, responsible with initiative and common sense.**Requirements**:- Advanced English Level- Medical translation experience (desired)- Excellent...
-
Bilingual Customer Service Agent
hace 4 semanas
Tijuana, México NAPS A tiempo completo**Vacante para la empresa NAPS en Parque, Industrial Pacifico, Tijuana, B.c. -Tijuana, Baja California**: The Customer Service Agent is responsible for implementing the Customer Service daily operations. Serves Consumers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining the database and providing service...
-
Bilingual Customer Service Agent
hace 9 horas
Tijuana, México NAPS A tiempo completo**Vacante para la empresa NAPS en Parque, Industrial Pacifico, Tijuana, B.c. -Tijuana, Baja California**: The Customer Service Agent is responsible for implementing the Customer Service daily operations. Serves Consumers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining the database and providing service...
-
Customer Service Agent
hace 1 semana
Tijuana, México Tres R A tiempo completo**Vacante para la empresa Tres R en Tijuana, Baja California**: Customer service agent BUSCAMOS AGENTES BILINGÜES PARA**_CONTRATACIÓN INMEDIATA!!_** **CONTAMOS CON**: - Prestaciones de ley y superiores - Fondo de ahorro - Comida gratis 2 semanas - Seguro de gastos médicos - Descuentos y beneficios adicionales - Contratación inmediata - La empresa...
-
Customer Service Representative Agent
hace 4 semanas
Tijuana, México Paradigm Management Co A tiempo completoWe're seeking a skilled **CUSTOMER SERVICE REPRESENTATIVE AGENT** eager to advance professionally within our company. This role demands maintaining top-tier technical underwriting proficiency in their Line of Business (LOB) and upholding the highest standards of underwriting integrity. Responsibilities include shaping the underwriting approach by LOB,...
-
Customer Service Representative Agent
hace 9 horas
Tijuana, México Paradigm Management Co A tiempo completoWe're seeking a skilled **CUSTOMER SERVICE REPRESENTATIVE AGENT** eager to advance professionally within our company. This role demands maintaining top-tier technical underwriting proficiency in their Line of Business (LOB) and upholding the highest standards of underwriting integrity. Responsibilities include shaping the underwriting approach by LOB,...
-
Customer Service Agent
hace 2 semanas
Tijuana, México GYH A tiempo completo**Vacante para la empresa GYH en Tijuana, Baja California**: **CUSTOMER SERVICE AGENT** **Actividad** Responsable de recibir llamadas de clientes de Scan Health Plan para asistirlos en asuntos relacionados con su seguro médico, de farmacia y/o dental. Precalificar a clientes potenciales para mejorar sus beneficios de cobertura de...
