Service Administrator

Summary Of Primary Functions

This position is responsible for assisting the Service Department with customer service needs, opening, and closing of work orders, proactive customer updates & communication, activities in pre-delivery of new equipment, repair, and reconditioning of the new and used trade-in equipment, daily operations of shop functions, field service function and delivery or vehicle functions.

Essential Functions and Responsibilities

• Handles phone calls, advises customers on technical problems, scheduling customer service needs, planning assigned jobs to work orders containing job information and specifying job instruction, identifying customer and machine.
• Aids in opening and closing of work orders to ensure timely closing to meet company goals.
• Aids in the appraisal and quotes of repair work coming into the shop and discusses with service manager the service required, both in parts and labor.
• Holds weekly open work order update calls with top 10-15 accounts. This includes a professional and accurate interpretation of work order status to assist customers with timing and forecasting.
• Aids in scheduling shop assignments, field service work, and truck requirements for pickup and delivery of equipment.
• Aids in processing warranty claims.
• Aids in establishing or adjusting work procedures to meet schedules and deadlines.
• Supervises all shop activities when Service Manager is away from Branch.

Qualifications

• High school diploma or equivalent with one-year post high school education in heavy equipment or two years mechanical experience as a service technician.
• A 2-year degree and familiarity with industrial equipment, such as construction or forestry equipment is preferred.
• Organization and communication skills must be highly developed.
• Computer skills need to be broad based.
• Strong problem solving skills.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic mathematics, statistics, and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.