At FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives FLIR is making a real difference in our world.
Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.
We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.
This role is onsite at FLIR Systems in Goleta, CA. FLIR is a mid-sized high tech manufacturer of infrared equipment. The CSR will Interact with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.
Hours/Days; Monday- Friday, 7:30am–4:30pm. Some overtime may be required during peak times.
Pre‑sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
Post‑sale: Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.
Primary responsibility is providing customer support by responding to all incoming emails and calls from customers experiencing problems with our product.
Manage product repair activities; this includes entering all incoming repair orders, maintaining the SAP Service Notification, assisting in scheduling repair work, generating repair orders (equivalent to production work order), preparing quotes for repairs, ensuring answers to technical questions are provided by the appropriate personnel, and generating shipping requests.
Determine validity of warranty claims and schedules repair resources.
Provide timely and accurate status and support for Customers: internal and external, including other FLIR organizations.
Oversee product return process from initial establishment of RMA number, product return procedures (especially international), and receipt of goods into the repair production flow.
Work closely with Sales and Engineering Teams to communicate repair progress and Customer needs.
Provide first order interaction with customers to provide timely and accurate information regarding pricing, return product procedures and repair status and other related administrative tasks.
Resolve repair scheduling and shipping or invoicing problems.
Assist the Contracts Department with the data collection necessary to provide timely updates to Northrop Grumman’s online supplier website so that FLIR’s customer rating is not adversely affected.
Coordinate the receipt of funded repair purchase orders with the Sales Administration Department for booking and shipment revenue projections.
Assist with special assignments as required.
Excellent verbal & written Communication Skills are required to clearly articulate problems, issues, solutions, and conclusions to Customers.
Must provide customers with reliable information on products and services as well as nurture and maintain strong customer relationships . Developing confidence, trust and long term relationships/partnerships is essential.
Attention to Detail: is essential to the quality of work. Ensure that repairs are completed with attention to detail, accuracy, thoroughness and orderliness in a timely matter.
Coping: Successfully able to stay focused, calm, and cool with multiple demands and/or deadlines from superiors, subordinates and peers while maintaining focus on demanding deadlines and changing priorities.
Collaboration & Teamwork : required to effectively work with Engineers and various support personnel to maximize team effort and repair turn around time and customer satisfaction.
Organization, Planning & Execution : skills are required to ensure customer satisfaction and to meet repair turn around time schedule requirements.
Education and Experience:
Minimum of 1 – 2 years of related experience in electronics industry required and/or Customer Service Department.
Must possess strong interpersonal, customer service and writing skills.
Candidate must have proven abilities to perform under stress and to effectively multi-task without sacrificing quality output.
Desired; two year business degree or equivalent with 2-3 years related work experience or 1-2 years of focused experience in a customer service role in a hi-tech environment.
Strong computer skills required: Word, Excel, Outlook, SAP preferred.
Ability to learn technical subjects; IR theory and IR camera operation preferred.
FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.