Service Support Specialist
3 weeks ago
Primary Purpose: Provide customer service to internal and external customers regarding the status of Field Services
and/or materials.
Essential Functions:
o Provide assistance and respond to internal (Technical Sales Managers, Support Managers) and external customer inquiries, via email, and/or over the phone.
o Communicate to internal and external customers providing status, completion dates, and any job status change.
o Provide reminders to Field technicians related to FSR submissions, coordinating with the Services Manager if FSR are not being submitted in a timely manner.
o Create and assign job numbers for incoming work and create job packets.
o Prepare job worksheets for each job and distribute to applicable departments as needed. Scan job worksheets into the job tracking system.
o Print delivery tickets for incoming Field Service materials and scan into job tracking system/software.
o Ensure job tags are made for repairs as needed.
o Obtain purchase orders and/or job approvals from customers.
o Maintain and file customer purchase orders. Verify and enter customer purchase orders into job numbers/sales orders.
o Assign job numbers/sales order numbers to customer purchase order. Scan into job tracking software and forward Accounting for filing.
o Fax customer purchase orders to necessary parties as needed.
o Check the proof for customer information such as the ship to address and the customers billing number prior to sending to the Billing/Accounts Receivable Department.
o Ensure that the work scope/quote matches the PO number or the customer approval amount. Compare actual costs to quoted costs.
o Provide the billing proof to Services Manager with comments or concerns in for review of their departments' labor hours and materials used. Attach the reviewed work scope/quote, PO/approval, and delivery ticket with the proof to the Billing/Accounts Receivable Department for processing.
o Respond to service requests in a courteous and timely manner.
o Maintain a record of phone conversations with customers.
o Maintain incoming FSR / Job data within Syteline and interact with Sales / Services Manger on any delay in closing jobs.
o Provide monthly transaction reporting (Closed jobs, New jobs, WIP) to the Services Manager / Director.
o Provide monthly unified transaction reporting (Productivity Data) to the Services Manager / Director.
o Maintain Services financial data (Revenue / Expense / Margin - SRO level) for weekly reporting to the Services Manager/ Director.
o Provide support for placing material orders.
Requirements
•Education:
o High school diploma or equivalent.
•Experience:
o Three years or more of customer service and office experience in heavy industrial work environment.
o Repair and/or manufacturing customer service/office experience a plus.
•Other:
o Strong communication both written and verbal skills.
o Strong organizational skills.
o Strong multitasking skills.
o Strong attention to detail.
o Ability to work in a fast-paced environment.
o Strong computer skills including Microsoft software and database software.
o Ability to perform basic math functions including addition, subtraction, multiplication, division including understanding fractions and percentages.
o Ability to read, write, and comprehend simple written and verbal instructions.
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