(CSSNA) Service Administrator - III

Job Title

Pay Range: $31.44hr - $36.44hr

Requirement/Must Have:

• Experience with customer service or customer-facing roles.
• Comfortable directing and scheduling work.
• Knowledge of diesel engines.
• Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience.
• This position may require licensing for compliance with export controls or sanctions regulations.

Responsibilities:

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Assesses customer needs and gathers pertinent information.
• Creates basic work orders in appropriate systems.
• Provides status updates to customers as requested.
• Communicates effectively by developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages conflict situations effectively with a minimum of noise.
• Builds strong customer relationships and delivers customer-centric solutions.
• Provides direction, delegates, and removes obstacles to get work done.
• Interprets and applies understanding of key financial indicators to make better business decisions.
• Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Translates customer complaints to develop troubleshooting plans.
• Troubleshoots issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools.
• Diagnoses computer software to isolate failed components to enable a successful repair.
• Validates repairs by duplicating complaints to ensure they have been resolved.
• Documents results of troubleshooting in business systems to communicate actions for payment and historical tracking.
• Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information.
• Interprets the warranty administration manual to determine eligibility for coverage and claim requirements.
• Identifies items associated with repair that can be covered and communicates to stakeholders.
• Files claims in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Obtains product technical issue information and utilizes available resources including data management tools.
• Elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
• Captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution.
• Creates and verifies customer, equipment, and technical information.
• Captures specific data using required service tools.
• Follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Identifies the suite of available hardware and software tools required for a service event.
• Utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue.
• Interprets electronic tool results or recommendations to determine next steps for service resolution.

Skills:

• Customer Service.
• Scheduling.
• Diesel Engine Knowledge.
• Conflict Management.
• Financial Acumen.
• Diagnostics Application.
• Warranty Process.
• Technical Escalation.
• Service Documentation.
• Electronic Service Tool Application.

Qualification And Education:

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.