Service Office Assistant

4 days ago

Madison, WI, United States Bassett Mechanical Full time
Bassett Mechanical is a 3rd generation family-owned company that provides custom-built industrial refrigeration, HVAC, plumbing, metal fabricating and preventative maintenance service solutions to customers throughout the United States and the world. It is not only a great place to grow and thrive in your career. It is a place to truly belong. As a member of the Bassett Mechanical Team, you'll enjoy a competitive compensation and benefits package and many professional growth opportunities. From the moment you're hired, to the day you retire, you're a part of our Bassett Mechanical Team.

Position Purpose

Assist Service Operations and Refrigeration service sales with maintenance contracts and administrative duties, focusing on established departmental, company and ISO procedures, while meeting the customer commitments in a professional, high quality and timely manner.

Position Responsibilities
  • Operations:
    • Print and prepare agreement performance reports for review with identified exceptions
    • Manage changes and notes identified by service technicians on tasking using findings log
    • Identify dirty dozen agreement performs and fill in metrics with cause and resolution
    • Review project status reports and identify exceptions
    • Maintain manpower planning report
    • Assist in scheduling customer meetings and follow up
    • Assist Service Manager(s) in handling customer concerns either through CARE or direct from customer
    • Service Warranty follow up through the use of QAFs
    • Maintain Refrigeration tool inspection tracking
    • Schedule technician physicals and fit testing
    • Maintain training requirement tracking
    • Maintain Hazardous Response equipment
  • Contract duties:
    • Prepare renewal spreadsheet and attend renewal meetings taking notes as needed
    • Meet monthly with Service Manager(s) to complete "Renewal Checklist" for each customer renewing
    • Work with Service Managers to update Refrigeration maintenance agreement contracts and tasking as necessary to ensure everything is up to date and accurate
    • Populate tasking schedule for all agreements
    • Request Customer POs for PM agreements
    • Task, monitor, and review all subcontractor work, oil analysis and vibration reports to internal and external customers
    • Maintain all records for Safety Relief Valves, NH3 Sensor Calibrations, Valve Maintenance and IIAR 109 reports
    • Assist Service Manager in new agreement start up and add/delete process (Enter Equipment & Task in Perfectware)
    • Update and Monitor "New Agreement Checklist"
    • Update and Monitor "Refrigeration Agreement w/Tech Hours spreadsheet
  • Project duties:
    • Work with Refrigeration service sales and Refrigeration service manager to add new equipment from projects to new or existing maintenance agreements
  • Other duties and responsibilities as assigned
Summary of Skills, Knowledge and Abilities
  • Strong communication/customer service skills
  • Detail oriented with ability to multi-task
  • Strong/advanced computer skills in Microsoft Word, Excel and Outlook. Knowledge of Lotus Notes helpful.
  • Knowledge of office procedures and methods including telephone communications/etiquette, office systems, and record keeping.
  • Ability to establish priorities, work independently and under pressure, and proceed with objectives without supervision.
  • Exposure to or industry knowledge in construction/HVAC/refrigeration preferred
Direct Reports
  • None

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