Job Description
Our Client, a Global Power Technology Leader company, is looking for a Service Administrator - III for their Dedham, MA location.
Responsibilities:
Requirements:
Why Should You Apply?Excellent growth and advancement opportunities
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
- Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Directs work - Providing direction, delegating, and removing obstacles to get work done.
- Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Manages conflict - Handling conflict situations effectively, with a minimum of noise.
- Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, 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.
- Electronic Service Tool Application - 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.
- Service Documentation
- 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.
- Technical Escalation
- 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.
- Warranty Process
- 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.
- Values differences
- Recognizing the value that different perspectives and cultures bring to an organization.
Requirements:
- High school diploma or certificate of completion of secondary education
Why Should You Apply?Excellent growth and advancement opportunities
Numbers & Facts
| Location | Dedham, MA |
| Industry | Management Consulting Services |
| Salary | $28.33–$33.33 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.
Skills
- Administrator Documentationunmatched
- Business Solutionsunmatched
- Communication Skillsunmatched
- Computer Softwareunmatched
- Customer Relationsunmatched
- Customer Responseunmatched
- Customer/Client Researchunmatched
- Data Collectionunmatched
- Data Managementunmatched
- Documentationunmatched
- Health Planunmatched
- Identify Issuesunmatched
- Internet/Online Serviceunmatched
- Lead Managementunmatched
- Problem Solving Skillsunmatched
- Sales Managementunmatched
- Software Administrationunmatched
- Technical Leadershipunmatched
- Time Managementunmatched
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