Tool Services Specialist

The Tool Services Specialist owns the end-to-end tool service experience, ensuring customers receive accurate, timely solutions and repair options. This role combines technical troubleshooting, service order management, and proactive customer engagement to support Hilti's Global Tool Service and operational goals. By leading customer experience initiatives, coordinating VIP services, and acting as a liaison between customers and internal teams, the Specialist helps strengthen Hilti's reputation for reliability and first-class service.

• Lead projects related to improved Customer Experience topics.
• Participate and demonstrate leadership in company, department and market driven incentives and promotions.
• Work with Tool Services Manager and Team Lead to train, monitor and provide support to team members and other departments.
• Support the end-to-end repair service process for our customers while supporting the tool service operations.
• Interacts with customers to provide tool repair orders, including getting vital customer contact information, getting the proper customer approvals and sending the customer required documentation.
• Coordination of bulk repair services for VIP customers.
• To provide timely and accurate defect analysis of customer inquiries supported by call scripts and direct experience to provide appropriate solutions to meet customer need.
• To possess and relate knowledge of all current tool repair warranty and Repair Cost Limit guidelines.
• To possess and relate knowledge of Tool Fleet loaner and On Demand programs, process orders and analyze deficiencies to meet customer need.
• To investigate prior service activity and recommend service, replacement and Fleet as customer options.
• Capture and record all tool malfunctions in detail and coordinate logistics of tool service from customer to tool service center.
• To act as liaison between tool service center, customer and Account manager to resolve customer concerns.
• Use and troubleshooting of automated systems for repair order creation.
• Offer and process sales of consumables, accessories and spare parts.
• Additional duties as assigned.

• Bachelor's degree preferred or applicable job-related experience.
• Demonstrated sales, service and leadership capabilities required.
• Knowledge of SAP, Windows and Excel required.
• Strong communication skills required.
• Ability to manage multiple tasks required.
• High energy, sense of urgency and customer care skills required.
• Strong team orientation; seek to communicate with and support fellow team members.
• Strategic planning and organizing skills required.

We'll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you'll receive one-to-one career mentoring, as well as exciting opportunities domestically and internationally.

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.