(CSSNA) Service Administrator - III

Job Description

Job Description

Job Overview:

Pay Range: $35.00hr - $45.00hr

Requirement/Must Have:

• Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Customer service excellence, prior experience in an automotive industry would be preferable.
• Previous parts knowledge.
• Computer savvy.

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 customers needs and gathers pertinent information.
• Creates basic work orders in appropriate systems.
• Provides some status updates to customers, as requested.
• Translates customer complaints to develop troubleshooting plan.
• Troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair.
• Validates repair by duplicating complaint to ensure it has been resolved.
• Documents results of troubleshooting in business systems to communicate what has been done 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 a claim 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.
• Elevates 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 in a timely manner.
• 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.
• Diagnostics Application.
• Warranty Process.
• Technical Escalation.
• Service Documentation.
• Electronic Service Tool Application.
• Financial acumen.
• Conflict management.

Qualification And Education:

• Strong verbal and written communication skills.
• Ability to handle conflict situations effectively.
• Ability to build strong customer relationships and deliver customer-centric solutions.
• Ability to provide direction, delegate, and remove obstacles to get work done.
• Ability to interpret and apply understanding of key financial indicators to make better business decisions.
• Ability to gain the confidence and trust of others through honesty, integrity, and authenticity.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.