Product Support Admin

About the role

The Product Support Administrator supports two business areas within LiftOne: the Connected Devices/Telemetry program and Service Contract administration.

Responsibilities

• Maintain customer contracts and related data in SAP and ServiceMax
• Support customer-facing telemetry implementations and portal onboarding (Hyster Tracker/Yale Vision)
• Provide day-to-day support for the Telemetry Support email inbox
• Cleanse, validate, and reconcile data across the telemetry portal, SAP, ServiceMax, and Microsoft BI
• Create, maintain, and invoice telemetry maintenance contracts (e.g., LTMA/STMA/Power-by-the-Hour)
• Monitor contract terms and expirations; keep branch management informed of upcoming renewals/expiration
• Process and code monthly telemetry invoices; manage third-party pass-through maintenance billing
• Process third-party invoicing and vendor payments related to telemetry/contract services
• Maintain accounts receivable cash postings related to contract maintenance units
• Maintain appropriate records, files, and documentation in accordance with standard procedures
• Perform varied, moderately complex tasks under minimal supervision while following established processes
• Perform other duties as assigned; travel up to 10% as required

Qualifications

• High school diploma required; associate’s degree preferred, or equivalent combination of education and 1–2 years of related administrative/support experience
• Experience maintaining contracts, customer data, and/or billing records in business systems (ERP/CRM), preferably SAP and/or ServiceMax
• Strong proficiency with Microsoft Office (Excel, Outlook, Teams); ability to work with reports and data sets (Power BI experience a plus)
• Ability to cleanse, validate, and reconcile data across multiple sources; high attention to detail and commitment to data accuracy
• Customer-facing communication skills, including the ability to train users on web-based portals/tools (telemetry platforms such as Hyster Tracker/Yale Vision preferred)
• Ability to manage a shared support inbox/phone queue, prioritize requests, and provide timely follow-up to internal and external customers
• Working knowledge of invoicing and accounts receivable processes (cash postings, 3rd-party pass-through billing, vendor payments)
• Ability to read and interpret written procedures and manuals; ability to write routine reports and correspondence
• Strong problem-solving and reasoning skills; ability to work with varied tasks under minimal supervision while following standard procedures
• Excellent written and verbal communication skills; able to interpret procedures/manuals and write clear routine reports and correspondence
• Strong attention to detail and ability to prioritize and follow through on multiple requests in a fast-paced environment
• Comfortable performing basic business math related to invoicing and contract administration (percentages, proportions, discounts, etc.)
• Demonstrated problem-solving skills; able to research issues, identify root causes, and resolve customer, data, and billing discrepancies

Workplace Requirements

• While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment.
• The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration.
• The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock.
• The noise level in some work environments is occasionally loud.