Service Administrator

Primary Responsibilities

• Receive inbound customer service requests, collecting all pertinent information to provide exceptional customer service.
• Track all customer communication through NetSuite ERP system.
• Provide support to service technicians, inside sales, and outside sales as required.
• Maintain timely and consistent communication with the Service Manager regarding daily status, trends, and key issues.

Contribute to the Financial Success of the Department By:

• Ensuring job readiness for the field service team for scheduled jobs.
• Maximizing field service routing efficiency.
• Utilizing the appropriate field service skill sets for each job assignment.
• Upselling customers on additional services or products, including warranty kits and expanded preventative maintenance programs.

Preventative Maintenance

• Review and analyze Preventative Maintenance (PM) agreements for accuracy of service intervals and consumable parts.
• Source required parts for PM services and route by location.
• Schedule service personnel to perform PM services while optimizing routing efficiency using system reports and scheduling four weeks in advance.
• Monitor the "ready to schedule" queue for all preventative maintenance orders and schedule these orders within 24 hours of notification.
• Notify customers within that 24-hour period of the scheduled service date.

Quoting

• Review all "revisit" or "needs more work" jobs through NetSuite reports to determine next steps.
• Obtain vendor pricing and availability for all repair requests.
• Generate repair proposals with lead times.
• Source repair parts from vendors for approved work.
• Communicate with customers regarding parts availability and scheduled work status in a timely manner, with weekly updates at a minimum.
• Schedule service personnel to perform repairs while maximizing routing efficiency.
• Notify customers and confirm readiness within 24 hours of the scheduled work date once parts are ordered and staged.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Organization Skills – Uses resources effectively to manage storage and retrieval of data.
• Attention to Detail – Thorough, accurate, and detail-oriented.
• Written Communication – Able to read, interpret, and communicate written information effectively.
• Teamwork – Supports the success of the entire team and contributes to a positive work environment.
• Strong attention to detail, willingness to learn new skills and processes, and excellent follow-through skills.

Benefits

• Medical, Vision, and Dental Insurance  
• Long-Term Disability Insurance
• Short Term Disability 
• Life Insurance 
• 9 Paid Holidays  
• Paid Time Off 
• 401K Retirement Plan Up to a 4% Match
• Drug Free Workplace