AU-RMA Service Specialist I

Who Are We?
Nestled in the heartland, DICKEY-john is at the center of the agricultural marketplace. With more than 60 years of helping farmers produce higher yields to feed the world, DICKEY-john is proud of our heritage and our contributions. As a part of the TSI Incorporated family, DICKEY-john employees also provide support for TSI solutions. TSI’s vision to create a better world by helping to protect people, products and the environment is seen and experienced at all facilities, including our Auburn, Illinois DICKEY-john facility.

RMA Service Specialist I at DICKEY-john  Provides support to customers, channel partners, and regional sales managers related to service and calibration issues. They are responsible for accurate, effective processing of returned goods into the Production system for calibration or repair through the administration of the Service Request form while providing verification of customer information, including shipping, billing, and special instructions, and customer contact to verify information or obtain approvals.

What Will You Do?

• Receive incoming instruments Shipping/Receiving. Review all accompanying paperwork, including a customer completed Service Request form or Purchase Order with special instructions. Create service request as needed using computer system.
• Contact customer to verify information or answer customer inquiries via phone, fax, and email. Obtain customer approvals for work to be performed.  Re-enter order information as needed, following customer instructions and system requirements.
• Provide customers and channel partners with order status, lead time, pricing, discount information, and quotations.
• Prepare documentation and hardware for shipment, including inspection and logging of quality data into designated systems.
• Expedite service orders by identifying orders properly and coordinating with other departments.
• Prepare general correspondence and faxes, organize and file each order’s accompanying paperwork, and perform other related duties as assigned.
• Work in conformance to all ISO 17025 requirements.
• Must work well with others. 
• Follow all safety guidelines and report unsafe conditions to the supervisor.
• Perform other related duties as assigned.

QUALIFICATIONS

Education

High School Diploma or GED is required. Post High School degree or four-year degree desired.

Experience

• Minimum of 1-year customer support related duties.
• Experience in a manufacturing environment a plus.

KNOWLEDGE

• Basic PC knowledge. Experience with SAP and Outlook, MS Word, Excel and SharePoint.
• Basic knowledge of a sales/customer service environment.

Work Environment & Physical Demands

Work is typically performed in a manufacturing assembly setting working at a desk or table on a level surface. Air quality and noise levels are within normal limits. Under normal conditions, exposure to excessive noise, dust, humidity, and fumes is rare. May be required to work more hours than normally expected during a regular workweek depending on workload and deadline requirements.

Position Type/Expeced Hours Of Work

This is a full-time position, and hours of work and days are Monday through Friday, 7:00 a.m. to 3:30 p.m.

Travel

No travel is expected for this position.

What Can We Give You?
At TSI/DICKEY-john, our employees are our most valuable assets, and we care about their health and happiness. We offer a competitive benefits program to keep our employees and their family members protected and foster a healthy work-life balance. Additionally, we are committed to employee development and growth, and encourage and foster an environment of collaboration, and innovation. Our work has meaning and the products we design and build help protect people and the environment.

Dress for your day: We want our employees to be comfortable at work and we know they are more productive when they’re comfortable. The dress for your day policy allows employees’ discretion to select appropriate dress for the business of each workday.
Free Beverages/On-site Cafeterias: Enjoy complimentary coffee, tea and hot chocolate each day at work. We also have two large cafeteria’s employees can eat lunch in, as well as an outside patio area that employees can enjoy during the summer months.

Benefit Offerings: Competitive medical insurance plans, life insurance, short-term and long-term disability, 401K Employer Contribution, Flexible Spending Account, Education Assistance, and more.

Flexible Work Arrangement: TSI/DICKEY-john employees can expect to have work-life balance, vacation, sick time, 8 paid holidays, bereavement leave, maternity/paternity leave, and more.

Legal authorization to work in the United States without the need for sponsorship.  We require proof of eligibility to work in the United States. 

EOE/M/W/Vet/Disability#CB