PTG · 19 hours ago
Customer Service Representative
Wixom, MI
Full-time
Onsite
Entry, Mid Level
2+ years expPTG is seeking a Customer Service & Support Specialist who will manage service requests and maintain high service standards. This role involves overseeing service tracking systems, collaborating with internal teams, and ensuring compliance with Service Level Agreements (SLAs).
Consumer GoodsCommercialConsumer ElectronicsDigital Signage
Hiring Manager
Briana Lutz, SHRM-CP
Responsibilities
Oversee the internal tracking system for service jobs, including managing Q360 boards, the technician database, and client web portals as required
Diagnose and troubleshoot service requests before dispatching technicians to optimize efficiency and resolution time
On call work over weekends and holidays to ensure our SLA clients needs are met
Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision
Communicate SOWs clearly to technicians to facilitate efficient and timely dispatches
Coordinate technician sourcing needs with Installation Services, aligning with SOWs and budgets
Manage service call costs to remain within approved budgets per customer agreements and SLAs
Maintain and update client-specific notes in Q360 to ensure accurate and current information
Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360
Upload all necessary documentation into the internal storage system for easy access and record-keeping
Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards
Escalate concerns or recurring issues to the Manager, particularly those affecting SLAs or client satisfaction
Work closely with the Engineering team to ensure the proper equipment is specified and quoted for replacements or enhancements
Coordinate equipment shipments, maintaining clear communication with internal teams and external customers as required
Ensure the successful completion of service jobs by technicians, including collecting Certificates of Completion (COC), photos, and verifying technician PO amounts
Generate quotes in Q360 and obtain client approval when necessary
Qualification
Required
2–4 years of experience in customer service, service coordination, or technical support, ideally within the AV, IT, or construction/field services industry
Strong organizational skills
Technical proficiency
Clear and professional communication
Attention to detail
Problem-solving mindset
Team collaboration
Self-motivated and accountable
Reliable
Preferred
Associate or Bachelor's degree in Business Administration, Communications, or a related field preferred
Experience working with service ticketing systems or project/dispatch platforms preferred
Company
PTG
PTG design and install audio, video and digital signage services for the commercial sector.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mary Wilson
Administrative Assistant To Chief Executive Officer
Company data provided by crunchbase