Service Administrative Assistant, Worksite Solutions

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety
• Actively cares, promotes, manages, and advocates for safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.

Customer Care Commitments
• Convey Warmth and Empathy – Acknowledge customers and greet everyone with an authentic smile.
• Actively Listen – Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.
• Build Trust – Take ownership, act with urgency, and follow through on commitments.
• Say Thank you – Express genuine appreciation for effort, feedback, and collaboration.

ESSENTIAL FUNCTIONS:
• Serves point of contact between Technology Support Manager, Field Service Supervisor, Technicians, and clients to streamline communication of repair to ensure accuracy and efficiency.
• Greets clients in store and receives inbound calls to ensure all clients requests are responded to in a timely fashion.
• Manages the service calls from inquiry to invoice in order to meet and exceed expectations for our customers.
• Performs multiple functions in the timely process of service calls from opening, adding segments, resolving discrepancies, and closing.
• Coordinates with SITECH Sales Admin/Coordinator to understand customer orders and timelines for order efficiency.
• Reviews service calls for completeness prior to invoicing.
• Completes complex service calls process including three-way splits, discounting, and warranty.
• Reviews and accounts vendor invoicing for payment and posts on service calls.
• Processes payments.
• Generates daily service call reports to help assist in work order last date of labor management.
• Actively cares and advocates safety at SITECH and Western States. Adhere to all applicable safety policies, procedures, and standards.
• May accomplish training and serve as a team member in support of SITECH and Western States’ strategic programs, projects, and initiatives.
• Process Items to ship to other stores and receive Items to catalogue for technicians
• Assist in maintaining Inventory of SITECH parts and equipment
• Stage install items and organize product for customer pickup
• Works with the Field Service Supervisor to coordinate and update progress of Repairs/Installs in Monday.com
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:
• Proficient in the use of Microsoft computer products or other comparable systems required.
• Ability to comprehend, capture and interpret customer and equipment information independently.
• Ability to learn and use new computer systems.
• Strong verbal communication and customer relationship skills that produce satisfied customers.
• Ability to manage complex details accurately and according to schedule
• Ability to develop and maintain effective working relationships with others.
• Consistent attendance.

EDUCATION AND EXPERIENCE:
• Proof of high school diploma or General Education Degree (GED).
• Minimum of two years comparable office experience required, heavy equipment and/or diesel truck repair knowledge preferred.
• Minimum of 1 year customer service experience required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:
• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Exposure to extreme temperatures and environment.
• Ability to lift up to 50 lbs. in accordance with Western States’ Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.