Service Administrator- Tech on Call

POSITION SUMMARY

Our service administrator position is a critical role; they are the first person customers speak to when reporting issues. The service administrator manages all open tickets and advises technician scheduling. They must be able to manage a large group of open tickets in a professional manner. The work environment is fast-paced, and the service admin will need to make quick and sound decisions. The service administrator is responsible for working in tandem with our area service technicians and engineering teams to provide technical solutions to customers remotely.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Troubleshoot and diagnose customer issues remotely
• Perform data entry in the system for equipment service records
• Pro-actively follow up on open tickets, internally and externally
• Call routing
• Analyze trends open engineering actions to drive long-term solutions
• Manage service requests via email and phone lines
• Create and provide service quotes for field repairs
• Remote troubleshooting, internally and externally
• Order and follow up with service bulletin
• Find, order, and track parts
• Planned field visits could be required periodically throughout the year
• Other assignments as designated by the department manager

QUALIFICATIONS AND EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree preferred
• Five years of related field experience in hydraulics, electric PLC systems, or refrigeration principles
• Ability to use, read, and interprets drawings and measuring scale or tape measure proficiently
• Ability to read and understand electrical and hydraulic schematics
• Knowledge of PLC and can-bus systems
• Certified to handle refrigerants section 609 and type two or universal preferred
• Working knowledge of advanced electrical troubleshooting, hydraulics, air conditioning, and diesel engine applications
• Experience with ground support equipment preferred

• Self-starter
• Strong organizational skills
• Independent thinker
• Strong written and oral communication skills
• Customer service experience
• Microsoft Office proficiency (Word, Excel, PowerPoint, and Outlook)
• Heavy equipment experience
• Minimal travel required