Product Support Admin

Position at LiftOne Summary The Product Support Administrator supports two business areas within LiftOne. The first being LiftOne's Connected Devices/Telemetry program by onboarding and training customers on the Hyster Tracker/Yale Vision portal and providing day-to-day support through a shared inbox and phone. The second being Service Contract administration by reconciling data across SAP, ServiceMax, and Telemetry systems for contract invoicing and related billing activities. Essential Functions Maintain customer contracts and related data in SAP and ServiceMax Support customer-facing telemetry implementations and portal onboarding (Hyster Tracker/Yale Vision) Provide day-to-day support for the Telemetry Support email inbox. Cleanse, validate, and reconcile data across the telemetry portal, SAP, ServiceMax, and Microsoft BI Develop and maintain queries, reports, and dashboards; generate and distribute telemetry reporting for internal teams and customer reviews Create, maintain, and invoice telemetry maintenance contracts (e.g., LTMA/STMA/Power-by-the-Hour) Monitor contract terms and expirations; keep branch management informed of upcoming renewals/expiration Process and code monthly telemetry invoices; manage third-party pass-through maintenance billing Process third-party invoicing and vendor payments related to telemetry/contract services Maintain accounts receivable cash postings related to contract maintenance units Maintain appropriate records, files, and documentation in accordance with standard procedures Perform varied, moderately complex tasks under minimal supervision while following established processes Perform other duties as assigned; travel up to 10% as required Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications High school diploma required; associate's degree preferred, or equivalent combination of education and 1-2 years of related administrative/support experience Experience maintaining contracts, customer data, and/or billing records in business systems (ERP/CRM), preferably SAP and/or ServiceMax Strong proficiency with Microsoft Office (Excel, Outlook, Teams); ability to work with reports and data sets (Power BI experience a plus) Ability to cleanse, validate, and reconcile data across multiple sources; high attention to detail and commitment to data accuracy Customer-facing communication skills, including the ability to train users on web-based portals/tools (telemetry platforms such as Hyster Tracker/Yale Vision preferred) Ability to manage a shared support inbox/phone queue, prioritize requests, and provide timely follow-up to internal and external customers Working knowledge of invoicing and accounts receivable processes (cash postings, 3rd-party pass-through billing, vendor payments) Ability to read and interpret written procedures and manuals; ability to write routine reports and correspondence Strong problem-solving and reasoning skills; ability to work with varied tasks under minimal supervision while following standard procedures Ability to travel up to 10% as needed Preferred Qualifications Excellent written and verbal communication skills; able to interpret procedures/manuals and write clear routine reports and correspondence Strong attention to detail and ability to prioritize and follow through on multiple requests in a fast-paced environment Comfortable performing basic business math related to invoicing and contract administration (percentages, proportions, discounts, etc.) Demonstrated problem-solving skills; able to research issues, identify root causes, and resolve customer, data, and billing discrepancies Workplace Requirements The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and/or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Work Environment While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud. EEO/AA Employer. All qualified individuals are encouraged to apply. #J-18808-Ljbffr LiftOne