Service Support Admin

Position Objective:

The primary responsibility of the Service Support Admin is to perform the customer service functions as

noted below. This role is also intended to assist all other departments in various duties, as they relate to

the essential functions of the Service Department. The position allows the individual to develop various

skills through both formalized and on-the-job training, with the intent to learn and demonstrate the skills

required to advance to alternate career path in Service, Management, or other Administrative positions

within the Company.

Reports to: Operations Supervisor

Essential Duties & Responsibilities:

• Assign/ schedule Service Techs with a profitable and purposeful plan (with Service

Supervisors)

• Contact customers to schedule PM visits and service calls

• Answer phones to identify customer needs/ schedule

• Update customers on ETA’s of techs and follow up for confirmation of work completed

• Maintain communication and update techs throughout the day

• Coordinate parts arrival with scheduling (partner with Purchasing)

• Coordinate return visits to customers

• Manage Open Work Order Report (with Service Supervisors and VP Sales & Ops)

• New Customer paperwork completed accurately (cross-train)

• Maintain accuracy of Service Agreements/ Maintenance Agreements

• Handle basic customer satisfaction issues

• Dispatch Service Technicians for emergency service calls

• Generate Work Orders for incoming service calls

• Maintain Service Department emails

• Enter agreements (as occurs)

• Maintain customer portals (cross-train)

• Send WM paperwork (cross-train)

• Send truck reports to Weight & Measures (cross-train)

Environment:

Duties are performed at the corporate facility in Lindenwold, NJ. Duties performed may require

compliance with OSHA policies and the use of required safety apparel and equipment.

Minimum Requirements:

• Two (2) years work experience in customer service
• Two (2) years of work experience as an Office Administrator
• Working knowledge of omputer word processing and spreadsheet programs
• Ability to schedule contract and service calls without assistance
• Ability to qualify our customers’ needs (environment, capacity, limits, etc.)
• Demonstrate reliability and aptitude necessary to operate all aspects of Service System
• Ability to comprehend daily requirements of the Service Department
• Ability to handle multiple tasks at one time and collaborate within department