Summary:
The Service Administrator provides general administrative support to the service department, is responsible for selling service products to the customer and keeps the ASTEA database updated. The focus of these duties is the performance of all responsibilities in a manner resulting in achieving service booking target and high levels of customer satisfaction.
Principal Duties & Responsibilities:
· Receives, coordinates, monitors, and dispatches customer and other support requests to Field Engineers and Technical Support Engineers for services through the use of appropriate customer support procedures and information systems. Follows the established escalation procedures for the call management process.
· Maintains documents in accordance with department business.
· Maintains the Service Management System (ASTEA) database by verifying information obtained from service reports, maintenance agreements, and other customer service information documents as well as phone contacts with customers.
· Constantly works to improve and maintains the integrity of information related to customers and equipment for the customer service information database.
· Produces all routine system information reports such as the availability and scheduling reports. Uses Excel to provide information to the field as well.
· Provide selling and administrative support to the Service Supervisor to achieve the yearly service-booking target. Must be able to use Word in order to send customers’ reminder notices and do quotations for time and material service. Provide telephone follow-up on reminder letters in order to maintain and build repeat business.
· Must be able to use other Instron software (such as IBS, IFS) to handle customer and field requests for information.
· Enter order via IBS/IFS or order entry form for service parts required by the field service engineers to resolve a machine problem.
· Assist in the answering of incoming calls into the office.
· Completes specifically assigned tasks. (Invoicing, Monthly Revenue Report, Proforma Invoices, etc.)
Knowledge, Skills, & Abilities Required:
· Ability to efficiently and effectively process customer and field engineering telephone calls in a pleasant, professional manner.
· Must possess the ability to learn Instron product differentiation and technical terminology.
· Ability to assess and define, in general terms, most customers’ issues, and an appropriate first level hand-off procedure to deal with it. This occasionally includes situations with irate or dissatisfied customers and assessing the priority of a customer support request.
· Ability to identify the need to escalate a situation or issue for management assistance.
· Professional communication skills and knowledge of “Customer Satisfaction” techniques required to ensure optimum levels of clear communication with all telephone contacts.
· Ability to type at least 40 wpm.
· Ability to perform interactive computer system data entry, using a computer terminal, while working with customers and field engineers on the telephone.
· Ability to use Word and Excel
Working Conditions:
Normal office environment, with little exposure to adverse conditions. Heavy telephone contact.
Reporting Relationship:
Reports to Service Supervisor
