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Technical Service Administrator

2 months ago

Suwanee, United States Mimaki USA, Inc. Full time

Responsible for receiving customer product returns and performing post return analysis; responsible for meeting and improving established Service Level Agreements, completing all RMA receiving including warranty and credit RMA’s. Assists the customers as required to complete all requests, orders, and spare parts management in a timely and efficient manner. Provides administrative, communication, and supports service improvements, as well as answering and routing calls, maintaining, and inputting data, and performing various technical administrative tasks.


Essential duties and responsibilities include the following. Other duties may be assigned.


  • Enter and confirm warranty orders and process product returns.
  • Understand RMA Warranty order processes and procedures.
  • Manage and report RMA returns.
  • Invoice non-returned RMA items.
  • Work with Service Management Team for service billing entry.
  • Oversee FCO progress, reports follow-ups both internally and externally, and sends announcements.
  • Complete weekly and monthly reports for installation submission rates and FCO reports.
  • Complete FCO service reimbursements.
  • Assist internal staff with service websites for training and documentation.
  • Always ensure a high level of customer service.
  • Organize information for presentation as digital forms and reports.
  • Maintain an organized environment and present information in a logical sequence.
  • Set or modify priorities to accomplish short and long-term objectives.
  • Utilize a variety of tools to provide visual representations of transactional data.
  • Ability to collaborate with internal departments such as Sales, Operations, Service/Technical Support, Quality and Engineering as required.
  • Review current processes on a regular basis and implement new processes as required.
  • Complete special projects and administrative duties as required.
  • Perform other job-related responsibilities and functions as directed by Management.


Qualifications:

  • Associates Degree and 2+ years related experience and/or training; or combination of education and experience in administrative assistant and/or customer service.
  • Excellent customer service skills.
  • The position also requires to be bilingual and fluent in translating in speaking, reading and writing in Japanese and English.
  • Proficient in Microsoft Office, including Word, Excel, and PowerPoint.
  • Attention to detail and problem-solving skills.
  • Strong analytical skills.
  • Excellent written and verbal communication skills.
  • Up to 5% travel required, including after hours and weekends.



About Mimaki USA

Mimaki is a leading manufacturer of wide-format inkjet printers and cutting machines for the sign/graphics, industrial, and textile/apparel markets. Mimaki develops the complete product range for each group: hardware, software, and the associated consumable items, such as inks and cutting blades. Mimaki offers innovative, high quality, and high-reliability products based on its aqueous, solvent, and UV-curable inkjet technology. In order to meet a wide range of applications in the market, Mimaki pursues the development of advanced on-demand digital printing solutions. Mimaki Engineering Co. Ltd. (President: Kazuaki Ikeda) Nagano (Japan) is publicly listed on the JASDAQ Securities Exchange, Inc.


Employee Benefits

Health Benefits: Employees are eligible to participate in the Company's Health Benefit plans on their first date of employment, including Medical, Dental, Vision, STD, LTD, Life & ADD Insurance.

401(k) Retirement Plan: Employees are eligible to participate in the Company's 401(k) retirement plan with company match after 30 days of employment. Employees are eligible to contribute up to the IRS maximums on either a pre or post-tax basis. The Company offers an employer match equal to 50% of employee contributions for the first 8% of the salary that an employee contributes.

Paid Time Off: Employees earn fifteen (15) days of Paid Time Off (PTO) in the first year, prorated based on the hire date. PTO re-calculates each year, and employees receive one additional day per year up to a maximum of 25 days. In addition to eleven (11) Company Holidays, employees receive one (1) Personal Holiday each fiscal year.