Service Administrator

Purpose:

Supports the flow of work through the service department from initial customer interactions through repair completion and invoicing. Leverages administrative process to help drive revenue growth, optimize technician performance and maintain the highest level of customer satisfaction

Key Responsibilities:

• Supports the full-cycle work order process at the direction of the Service Manager
• Communicates daily with representatives of the Rental, Sales and Parts Departments to ensure estimated completion dates and customer expectations are met consistently
• Serves as the primary point of contact for incoming calls from customers and internal stakeholders
• Provides support to the Service Manager for creation and communication of quotes for customer machine repair
• Ensures accuracy to support required transmission of payroll data including time punches and PTO requests
• Collaborates closely with the Service Manager to identify and execute continuous process improvements
• Reviews work orders for completeness and accuracy prior to customer billing
• Supports resolution of customer questions or billing disputes
• Ensures all service Warranty and Product Improvement Programs are completed, submitted to the warranty administrator within the required timeframe to receive maximum credit
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations in performing work assignments
• Maintains knowledge of John Deere and competitive products by participating in assigned training activities
• Any other duties assigned

Experience, Education, Skills and Knowledge:

• 3+ years of experience working in a service department
• Exception organizational skills and a commitment to operational excellence
• Demonstrated ability to manage and prioritize multiple objectives simultaneously
• Knowledge of off-road, construction, lawn, or heavy equipment preferred
• A preference for working in a team environment
• Excellent verbal and written communication skills
• High School Diploma, GED, or equivalent experience required; Associates degree preferred