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 main objective is to achieve the service booking target and ensure high levels of customer satisfaction through efficient execution of responsibilities.
Principal Duties & Responsibilities:
- Coordinates the receipt, monitoring, and dispatch of customer and support requests to Field Engineers and Technical Support Engineers, adhering to established customer support protocols and utilizing relevant information systems. Ensures compliance with escalation procedures outlined in the call management process.
- Maintains documentation in alignment with departmental protocols.
- Sustains the integrity of the Service Management System (ASTEA) database by validating information extracted from service reports, maintenance agreements, customer service records, and telephone interactions. Continuously endeavors to enhance and preserve data accuracy pertaining to customers and equipment within the service database.
- Generates routine system information reports, including availability and scheduling reports, utilizing Excel and other appropriate tools to disseminate field-related information.
- Provides administrative support to the Service Supervisor to meet annual service booking objectives. Utilizes Word for sending customer reminder notices and preparing quotations for time and material services. Conducts telephone follow-ups on reminder letters to foster ongoing customer relationships and encourage repeat business.
- Demonstrates proficiency in utilizing various Instron software (e.g., IBS, IFS) to address customer inquiries and field requests for information.
- Inputs orders via IBS/IFS or order entry forms for service parts required by field service engineers to resolve machine issues.
Knowledge, Skills, & Abilities Required:
- Proficiency in efficiently and courteously handling customer and field engineering telephone inquiries.
- Capacity to acquire knowledge of Instron product distinctions and technical terminology.
- Aptitude to assess and broadly define customers' issues, determining an appropriate initial course of action. This may occasionally involve managing situations with upset or dissatisfied customers and prioritizing customer support requests.
- Capability to recognize situations requiring escalation for management intervention.
- Demonstrated professionalism in communication skills and familiarity with techniques to ensure optimal levels of clear communication during telephone interactions.
- Competence in conducting interactive computer system data entry via a computer terminal while engaging with customers and field engineers over the telephone.
- Proficiency in using Microsoft Word and Excel.
Next Steps:
- Interested applicants, please send your resume to [email protected] with your current and expected salary. Only shortlisted candidates will be contacted.
