Established in Los Angeles in 2011 with locations nation-wide, RatPac Controls designs, manufactures, sells, and rents power and data distribution equipment for lighting in the Motion Picture, Television, and Broadcast Media industries. Our product developments are focused on making the jobs of lighting and rigging easier and more efficient. Our products have been used on major motion picture and television shows around the world for over a decade. These product portfolios include whisper-quiet dimming solutions for all varieties of HMI, LED, and tungsten lights. We also lead the way in wireless lighting controls systems, designing and manufacturing transmitters and receivers compatible with all varieties of lighting fixtures commonly used on production sets.
 Job Description :
The Repairs Coordinator is a customer-facing position that will communicate via phone and email with customers about their product repair needs. This position will handle documentation and communication for all units received in the Repairs department and all completed repairs that will be shipped out or ready for pick-up at will-call. This Repairs Coordinator will be expected to prepare non-warranty repair quotations from labor and material estimates provided by repair personnel and communicate time to repair or turn-around time. Will interface frequently with our Accounting department to handle payment for repairs and manage quotations, sales orders, and delivery transactions within SAP.  This person will be expected to provide excellent customer service and promote the product quality should understand that their job will reflect on the quality of the products and the company overall and manage customer expectations to the best of their abilities.

Included Duties
  • Customer Service background; great phone skills; able to communicate with a professional, empathetic, and cordial demeanor; great at managing customer expectations, such as using “let me check” rather than “no” when possible; can be firm when need be, such as communicating when a product repair is clearly out of warranty.
  • Ability to use good judgement to decide when product defects are caused by user error and be able to articulate & communicate with head of Sales when things come up that need approval. Able to learn technical product information had and use this knowledge to help problem solve user error.
  • Excellent judgement with sensitive email communications including estimated delivery dates, product pricing, CC-ing and BCC-ing questions and answers to the right parties. Communicate with Sales, Engineering, or Repair staff  teams to find the best answers for customer questions.
  • Able to manage, track, and prioritize incoming and outgoing tasks quickly & in an organized manner.
  • Able to stay organized when interrupted and triage the priority of tasks effectively.

Background with using SAP business software a plus but not required.
Spanish fluency a definite plus but not necessary.
Proficient with Microsoft Office Suite such as Word, Excel, Outlook and PowerPoint, accuracy is a must, data entry tasks, organized with digital file management, adept at learning technical product information, business software.

You’re a rockstar if you know any of the following:
DMX lighting control, Mechanical repairs & engineering, Wi-Fi Troubleshooting, Film lighting, Stage & Theater lighting, electrical engineering, System networking, or related subjects to the above and are interested in learning more about them.
Self-starter using video help tutorial online to problem solve. File Organization/Management, Able to exist in a very fast paced environment, Backgrounds in lighting, electrical engineering a plus.

Essential Functions:
Demonstrated skill in using Microsoft office to produce daily tasks. Must be able type on a keyboard. Must be able to view a computer screen and comprehend the information being relayed. Must be able to communicate; detect, converse with, convey, exchange information. This person needs to be able to understand and acknowledge, the information that was relayed to him or her. Must be able to travers/move to and from the warehouse throughout the day to communicate with warehouse staff and deliver pick lists. 
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. The description reflects management’s assignments of essential functions, it does not exclude or restrict the tasks that may be assigned. This job description is subject to change at any time.

 Rat Pac Dimmers LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

This is a non-management position
This is a full time position

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