Service Administrator

Job Title

Job Description

Education Requirements:

• High school diploma or equivalent

Required Qualifications:

• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Handling conflict situations effectively, with a minimum of noise

• Building strong customer relationships and delivering customer-centric solutions

• Providing direction, delegating, and removing obstacles to get work done

• Interpreting and applying understanding of key financial indicators to make better business decisions

• Gaining the confidence and trust of others through honesty, integrity, and authenticity

• Translates customer complaints to develop a troubleshooting plan; troubleshoots issues following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking

• Analyzes customer issues to verify root cause of failure and associated progressive damage using client 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 a claim in the appropriate system using proper documentation and requirements to receive accurate settlement

• Obtains product 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 in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner

• 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 in order to have an accurate record of the work done

• 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

Responsibilities:

• 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 some status updates to customers, as requested

• Answers phone calls regarding service requirements

• Open and complete work orders for customer service events

• Invoice completed work orders

• Provide support to the parts team during vacations and other staffing needs

** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

** Please note that all position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**