Service Administrator

Job Description

Job Description

Job Title: Service Administrator

Job Description:

A Service Administrator is responsible for managing customer service requests, ensuring timely dispatch of technicians, and supporting ongoing service operations. The Service Administrator is the main point of contact for customers who need repairs, track service level agreements (SLAs), and assist the service team with day-to-day operations.

Key Responsibilities:

1. Customer Service Management:

   • Answer phones and respond to emails from customers who require service or wish to set up a dispatch call.

   • Gather and document necessary information from customers to ensure accurate and timely service delivery.

2. SLA Monitoring and Customer Portal Updates:

   • Monitor customer SLAs and ensure that service requests are completed within the specified timeframes.

   • Update customer portals with extension requests, downgrades, SLA changes, and service completion statuses.

3. Emergency Reporting and Dispatching:

   • Report urgent service issues or emergencies to the Service Manager for immediate action and dispatch.

   • Assist in coordinating the immediate dispatch of technicians to address high-priority service needs.

4. On-Call Support:

   • Participate in the on-call night and weekend rotation, ensuring service issues are promptly addressed outside of regular working hours.

   • Manage call escalation and ensure appropriate dispatch of technicians when necessary.

5. Technician Support:

   • Provide administrative assistance to technicians, helping them with service requests, updates, and necessary documentation.

   • Verify the scope of the job has been completed.

   • Ensure that technicians have the information they need to perform their duties effectively and efficiently.

   • Verify all parts are listed and charged to the work order and if there are any discrepancies to verify with the technician.

   • Set the work order ready for invoicing.

   • Verify the technician's clock-in and clock-out times and verify their overtime reporting.

Qualifications:

• Must be proficient in Microsoft Excel.

• Strong communication skills (verbal and written) for interacting with customers and team members.

• Excellent organizational and multitasking abilities.

• Experience in customer service or administrative support in a service or technical environment is a plus.

• Must be proactive by working with the internal parts department, field employees and customers about updating the status of the parts.

• Ability to work flexible hours, including nights and weekends as part of the on-call rotation.

• 1-3 Years of service/repair industry experience preferred but not required.

• Entering and dispatching tickets experience is preferred but not required.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.