Description: * High school diploma. Technical degree in Administration preferred; * Intermediate-level computer skills, spreadsheets; * Basic-level text processing, internet, and presentations. * Perform inbound customer service—either in person or through various communication channels—applying established service guidelines, seeking and entering into the system the highest possible level of detail regarding the customer’s request (installation, warranty, post-warranty, and preventive maintenance), aiming for high-quality service; * Receive customer complaints regarding technical service, lack of parts, or requests for equipment returns; record all information in the system and in the quality report for analysis of failures by this department, and after analysis, provide the customer with the necessary corrective actions; * Enter replacement part orders and service billing requests into the specific system, directed to technicians, to control such requests; * Ensure all service requests are closed within the consolidated 48-hour timeframe; * Follow up on pending issues related to parts, customer service, technicians, and others, using call history or available information, and immediately engage responsible departments to correct potential failures and/or resolve problems; * Receive part requests from both customers and technicians, verify availability in the system, place the order, and track shipment via the warehouse department; dispatch requested parts when required; * Serve as the liaison between service providers and customers through consistent communication, aiming for service excellence and consequent customer trust; * Properly organize all department-related documentation within the system, enabling quick and effective consultation; * Provide updates to internal and external customers regarding service requests, using various communication channels, to keep them informed about the status of their service; * Conduct qualitative, quantitative, or financial surveys with customers or technical partners, as needed, to generate information supporting management decision-making; * Support the scheduling of internal and external technicians’ service routes, using location tools to streamline operations and avoid unnecessary travel and lodging expenses; * Prepare cost estimates for parts and services, submit them for customer approval, follow up on estimate approval and service execution, and implement the billing request in the integrated system, ensuring fulfillment of customer requests; * Update, when necessary, the list of outsourced/regional technicians and the parts price list in a dedicated spreadsheet, to facilitate future searches; * Know, comply with, and enforce the company’s values and code of ethics; * Proactive prospecting: promote preventive equipment maintenance plans and post-warranty labor sales to customers in the database. 251231020249960351