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.

Preventative Maintenance

• Review and analyze Preventative Maintenance (PM) agreements for accuracy of service intervals and consumable parts.
• 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.
• Generate repair proposals with lead times.
• 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

• 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.

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