Description
Position at Empire Southeast
Position Identification: Non-Exempt
Reports to: Service Manager
Position Summary:
This individual is responsible for maintaining accurate and on-time recording keeping relative to the service department's operations. This individual will perform functions to support the work order process, including but not limited to ensuring that all charges related to work orders are posted properly and closed on a timely basis. This individual will process warranty and product improvement claims and handle communications with customers in a professional manner.
Job Functions:
- Will provide administrative support to the Service Group in the day-to-day processing of related paperwork required such as Work Orders, Billings, Proposals, Purchase Orders, Reports, sending out daily emails with follow ups from previous day work, monitor the service emails, answer phones, etc.
- Create work order tickets and service schedule for the service technicians
- Prepare and proof documents and correspondence, including work orders, letters, memos, faxes, transmittals, reports, submittals, transmittals, requests for information, and purchase orders as needed.
- Maintain accurate database of all service related files and logs for document control and refrigeration management.
- Track and update logs for estimates, change orders, submittals, equipment releases, requests for information and operation and maintenance manuals.
- Maintain customer equipment database and contract renewals.
- Follow-up with service technicians to make sure their work orders are opened and closed properly.
- Research information requests.
- Schedule or coordinate meetings or appointments.
- Communicate with Service technicians and provide them with paperwork required in the field.
- Fill requests from Servicemen for forms and needed supplies.
- Make copies and prints or send out to be processed as needed.
- Prepare Operation and Maintenance Manuals prior to completion of small service projects, when required.
- Assist on close out paperwork for projects.
- Work independently and within a team on special, nonrecurring and ongoing service projects.
- Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
- Perform all other duties as assigned by management in a professional and efficient manner.
Knowledge, Skills & Experience (Essential):
- Must possess a minimum of three (3) years recent facilities services administrative experience, preferably in the Construction industry.
- Excellent Microsoft skills, preferably MS Office (Word and Excel), experience working with Outlook for e-mails, scheduling, etc. a plus.
- Must possess excellent communication skills, customer service skills to serve both internal and external customers.
- Outstanding organizational skills, excellent time management, and the ability to multi-task in a fast paced high volume environment.
- Ability to maintain flexible and positive attitude towards assignments.
- Track record of initiative and establishing priorities, and ownership of work is essential.
- Effective problem-solving ability to research and satisfactorily resolve issues.
- Must exhibit attention to detail and commitment.
- Overall this role will support a cooperative team climate conducive to maximize employee morale and productivity.
Knowledge, Skills & Experience (Desirable):
- Bilingual English/Spanish
- Commercial Roofing Service experience
Key Competencies:
- Superb communication skills
- Sound judgment and ability to make decisions
- Well organized; Adept at planning work and managing time
- Extreme attention to detail and high level of accuracy
- Initiative
- Integrity
- Adaptability
- Professional demeanor, including refusal to engage in gossip
- Willingness to learn
- Teamwork and collaboration
Occupational Health and Safety:
- Compliance with workplace policies and procedures for risk identification, risk assessment and risk control
- Active participation in activities associated with the management of workplace health and safety
- Identification and reporting of health and safety risks, accidents, incidents, injuries and property damage at the workplace
Working Conditions:
Physical surroundings: Office environment with typical office machines and exposure to noise and temperature.
Physical Effort: Extensive sitting, standing, walking. Repetitive keying, typing. Occasional lifting not to exceed 25 pounds
Hours: Subject to overtime