GENERAL SUMMARY: 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.
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.
WORKING ENVIRONMENT: Office
PHYSICAL DEMAND: Light technical and mechanical assembly
POSITION TYPE/EXPECTED HOURS OF WORK: This is a full time position.
PREFERRED EDUCATION AND 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.