Service Administrator
2 weeks ago
Position Overview:
HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally
The Generator Service Administrator is instrumental in providing business-critical support to customers, including customer quotes, billing, and coordination of service. You will be a true advocate for customer support as well as tech support in the field.
Reporting Relationship: The Generator Service Administrator will report to the Service Manager.
Generator Service Administrator Responsibilities:
· Answer phones and respond to emails to resolve customer requests, advise of results, and provide needed course of action, or escalate to appropriate department
· Maintain accurate customer records
· Create tickets in CRM for repair and services
· Work with Parts department to prepare service and repair quotes
· Assist with shipping and monitoring of needed supplies for technicians
· Schedule annual services and approved quotes on technicians' calendar
· Track and update service orders for invoicing
· Process warranty claims with vendor
· Make follow-up calls on overdue accounts, update tracker with date, time, and outcome of contact
· Perform other duties as assigned
Personal Attributes
· Excellent written and oral communication skills
· Exceptional customer service skills
· Attention to detail
· Critical thinking skills with ability to solve problems logically and creatively
· Positive attitude
· Ability to collaborate with various teams
· Technical aptitude with a passion to learn
· Customer-first mentality in every situation
Travel expectations:
· Limited to no travel
Posting Qualifications:
· Power generation experience is preferred
· CRM software proficiency desired
· Prior Technical Support experience including experience in a customer-facing or customer technical support role desired
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