Service Administrator III

Service Administrator III

Our client, a Global Power Technology Leader company, is looking for a Service Administrator III for their Rocky Hill, CT location.

Responsibilities:

• Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
• 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
• Communicate effectively
• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manage conflict
• Handling conflict situations effectively, with a minimum of noise.
• Customer focus
• Building strong customer relationships and delivering customer-centric solutions.
• Directs work
• Providing direction, delegating, and removing obstacles to get work done.
• Financial acumen
• Interpreting and applying understanding of key financial indicators to make better business decisions.
• Instills trust
• Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Diagnostics Application
• Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided workflows, 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.
• Warranty Process
• Analyzes customer issues to verify root cause of failure and associated progressive damage using client 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.
• Technical Escalation
• Obtains 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 to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Service Documentation
• 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 to have an accurate record of the work done.
• Electronic Service Tool Application
• 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.

Requirements:

• 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.
• Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
• Top 3 Skills you are looking for:
• Multi-tasking
• Computer Skills
• People Person

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities