Service Administrator - III

Job Title

Pay Range: $31.00hr - $36.00hr

• High school diploma or certificate of completion of secondary education or equivalent experience.
• Significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
• 1–3 years of experience in the automotive service industry.
• Ability to adhere to professional dress code and workplace expectations.
• Punctuality and professionalism are critical requirements.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Assesses customers needs and gathers pertinent information creates basic work orders in appropriate systems.
• Provides status updates to customers as requested.
• Handles a high volume of customer interaction, including answering phone calls, providing quotes, and scheduling service appointments.
• Creates work orders and responds to emails while maintaining clear communication with customers and internal teams.
• Translates customer complaints to develop troubleshooting plans.
• Troubleshoots issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools.
• Diagnoses computer software to isolate failed components to enable a successful repair.
• Validates repairs by duplicating complaints to ensure they have been resolved.
• Documents results of troubleshooting in business systems for payment and historical tracking.
• Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information.
• Interprets the warranty administration manual to determine eligibility for coverage and claim requirements.
• Identifies items associated with repair that can be covered and communicates to stakeholders.
• Files claims in the appropriate system using proper documentation and requirements.
• Obtains technical issue information and utilizes available resources including data management tools.
• Elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
• Captures all troubleshooting steps in the appropriate database to ensure seamless transitions.
• Creates and verifies customer, equipment, and technical information.
• Captures specific data using required service tools.
• Follows procedures and documents required information in the service management system.
• Identifies the suite of available hardware and software tools required for a service event.
• Utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue.
• Interprets electronic tool results or recommendations to determine next steps for service resolution.

• Experience in power generation is highly preferred.

• Multi-tasking.
• Computer Skills.
• Strong interpersonal and communication skills.
• Customer focus.
• Conflict management.
• Financial acumen.
• Diagnostics Application.
• Warranty Process.
• Technical Escalation.
• Service Documentation.
• Electronic Service Tool Application.

• Strong verbal and written communication skills.
• Ability to communicate effectively with stakeholders.
• Excellent communication and presentation skills.