The Customer Support Analyst position is responsible for the daily administrative analysis of customer work order data for the specific goal of making key business decisions around hiring, asset replacement, inventory stocking adjustment, etc. that will result in the reduction of emergency service work orders, and maximizing the revenue earned by our customer’s assets.

Key Duties and Responsibilities

Prepare action items on customer behalf for improving Home Depot Rental / Equipment Services service, reducing work orders, and maximizing customer revenue. Responsibilities include:

• Build necessary reporting
• Trend analysis
• Communicate actions and results to the customer
• Develop pro-active asset replacement support based on required criteria
• Raise red-flags of any kind to all necessary team members
• Communicate with field teams on a weekly basis as required by determined action items
• Ensure accurate tracking of all Customer Equipment
  • Proper model numbers
  • Correct Serial number formatting
  • Proper FSP training in how to gather new equipment records
  • Creatively troubleshoot and solve challenges that arise on behalf of the customer
  • Track service calls for equipment still under warranty, with tight communication with Warranty Management
  • Ensure that the customer is always aware of any issues, and what we are doing to ensure that they are always delighted.
  • Ensure that customer data stays current and properly communicated to the organization, from contract adjustments to equipment and address lists.

    Work Environment 

    Working conditions include sitting for extended time periods, repetitive movements of hands, arms, and wrists in front of a computer monitor continuously.