Administrative Assistant - Customer Service Support

Job Description

Job Description

Description: Administrative Assistant - Customer Service Support Packaging Installation Service Coordinator
Canton, MA On-Site Required

About Reiser

With more than 60 years of success in the food equipment industry, Reiser is recognized worldwide for its high-quality equipment, innovative engineering, and outstanding service and support. Total commitment to our customers is at the core of who we are, making Reiser the one supplier that food manufacturers can trust for better, smarter food processing and food packaging solutions and equipment.

We take great pride in providing the resources our customers need to ensure their success. Our team of talented and passionate professionals works hard, embraces challenges, and is wholeheartedly dedicated to the success of our customers.

Our Vision

Robert Reiser & Co. will serve the food industry and other selected markets by selling and supporting equipment that provides solutions to customer needs.

• Every customer contact will result in an improved relationship with that customer.
• We will continuously strive to strengthen our supplier partnerships.
• We will encourage our fellow employees to reach their potential.
• Therefore, we will earn a fair profit and ensure our future.

Position Overview

The Packaging Installation Administrator is a well-organized, highly motivated individual that provides administrative support to one of our Service Managers and a team of Field Service Technicians. This person must have an outgoing, upbeat demeanor along with the ability to “take charge” of the administrative workflow within our Service Department.

This person will help support installation technicians by collectively planning, developing and communicating with sales, customers, technicians and more for their onsite tests, field installations, commissioning and training.

Essential Skills:

· Proficiency with all Microsoft Office applications, including PowerPoint.

· Attention to detail is mandatory.

· Excellent communication skills.

· Strong organizational skills.

· Self-direction and resourcefulness.

· Organized, personable and can-do attitude.

• Open new installation case in CRM for new packaging machine orders.
• Create utility letters from templates for manager’s review.
• Send ‘Congratulations’ email to customers and salesmen with utility letters.
• Follow up on delivery of spare parts, printers, labelers to ensure they will be in Canton prior to machine arrival.
• Hold regular meetings with sales and finance to check for deposit status.
• Follow up with Sales team to address machines with no deposit.
• Once machine is at Reiser – call Salesmen, and customers to coordinate delivery and installation– UFC.
• Schedule outside vendors to support our customer installations.
• Work with Regional Service and installation Managers to schedule technician.
• Set up detailed installation schedule in CRM.
• Run Scheduling meeting.
• Send out CRM schedule to company on Friday afternoon.
• Send technicians job ticket information with assignments Friday afternoon.
• Provide support to the techs on site by ordering parts and creating quotes in our ERP system.
• Work with purchasing and suppliers on lead time for parts and assist with coordinating delivery.
• Send Electronic manuals and supporting documentation to technicians and customers.
• Assist with approval process of vendor payments for installations completed.
• Verify that the technicians are sending in the ‘Thank you’ email and follow up with techs as needed.
• Verify technicians are uploading completed job tickets, machine settings and installation checklist to CRM and follow up with techs as needed.
• Make sure that the installation is properly documented and that we receive Machine Setup Sheets that clearly outline the final machine setup. Load final setup docs into our document management system.
• Print and file signed job tickets
• Follow up calls with customers to ensure satisfaction of new installations.
• Work with Service Manager and Sales Managers to Close install work orders.
• Various other duties as assigned per manager.

A background working in a service and sales-oriented environment within a privately-owned, manufacturing company would be a huge plus. The successful candidate must bring a sense of confidentiality, diplomacy, and a positive attitude along with a thick skin, some assertiveness, and a whole lot of common sense! This will be a “go-to” position and it requires someone who, if they don’t know the answer, will enjoy figuring it out!

Personal & Professional Attributes

• Ability to work as part of a team.
• Strong attention to details.
• Ability to meet deadlines.
• Strong oral and written communication abilities.
• Ability to build collaborative relationships.
• Ability to proactively seek and identify needed information.

Other Physical Demands :

EEO Statement

Robert Reiser & Co., Inc. is an equal opportunity employer. We consider applications for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, sexual orientation, gender identity, citizenship status, genetic information, veteran or disability status, or any other legally protected status.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.