Location
Hilliard, OH | United States
Job description
Job Title: Service Administrator
Duration: 6+ Months
Location: Hilliard OH USA 43026
Shift Time: 7:00am 4:00pm (1 hour lunch)
Description:
Must Have:
- Warranty experiences / skills
- Engine applications familiarization
- Customer Experience
Job Summary:
- Serves as first point of contact with customers to promote quality customer service and assist with increasing business within the branch location.
Key Responsibilities :
- Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
- Assesses customers' needs and gathers pertinent information Creates basic work orders in appropriate systems Provides some status updates to customers, as requested Qualification and Competencies.
Competencies:
- Communicates effectively - Developing and delivering multi-mode communications that convey clear understanding of the unique needs of different audiences.
- Manages conflict - Handling conflict situations effectively, with a minimum of noise.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Directs work - Providing direction, delegating, and removing obstacles to get work done.
- Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
- Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Diagnostics Application Complaints to develop troubleshooting plan; troubleshoots issue following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
- Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
- Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to have an accurate record of the work done.
- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Education, Licenses, Certifications:
- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
- Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Job tags
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