Hilti

Join Hilti as a Customer Tool Service Representative, delivering outstanding after‑market service and technical solutions that keep our customers’ tools and businesses running at their best.

At Hilti, we’re passionate about delivering exceptional service that strengthens long-term customer relationships. As a Customer Tool Service Representative, you’ll play a critical role in our After Market Service (AMS) operation by managing repair quotations, customer communications, and administrative support that outperform competitors in both service quality and value.

This role contributes directly to customer satisfaction, repair success, continuous improvement, and a safe, high-performing work environment within the Tool Service Centre (TSC).

What You’ll Do

Customer Quotations & Service to Sales

• Process repair-related quotations daily with a clear focus on selling repairs, trade-ins, and Fleet options
• Communicate effectively with customers and internal stakeholders regarding quotes and repair options
• Provide technical and product advice to support customer decision-making
• Support sales channels and partners to achieve service objectives, including quote reduction and trade-in success

Customer Experience & Complaint Handling

• Actively support sales teams and service channels to understand and resolve customer concerns and complaints
• Take ownership of customer complaints, ensuring timely follow-up and “win-win” outcomes
• Partner with the Technician Team Leader and Product Management on application-related concerns and feedback

Administrative & Operational Support

• Support the daily administration of AMS operations, including end-to-end monitoring and closure of repair orders
• Assist with cash repair processing in line with policy and procedures
• Drive continuous improvement across AMS processes using Lean and 5S principles
• Contribute to accurate reporting and best-practice operational standards

What You’ll Bring

• A strong passion for delivering excellent customer service
• Proven ability to communicate confidently across teams, functions, and external stakeholders
• Sound operational and commercial awareness, ideally with knowledge of Tool Service Centre operations
• Strong problem-solving skills with a continuous improvement mindset
• Ability to manage workload effectively while maintaining high accuracy and quality
• A collaborative, positive attitude with a genuine commitment to teamwork
• Willingness and ambition to learn new skills, products, and processes
• Working knowledge of SAP and Microsoft Office (or similar enterprise systems preferred)

What’s In It For You

• A key role within a high-performing After Market Service operation
• Opportunities to develop technical, commercial, and customer service expertise
• Exposure to cross-functional collaboration with sales, technicians, and product teams
• Ongoing learning, development, and networking opportunities
• A supportive team culture focused on safety, continuous improvement, and shared success
• The chance to make a real impact on customer experience and operational performance

Why Hilti

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.

Commitment to Inclusion

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.