DESCRIPTION

This position provides administrative support for the Service department and is
responsible for the coordination, monitoring and improvement of field service activities. This
position primarily oversees and processes Service Technician time jobs. This position also
handles logistics of training programs, warranty claims, returns, and assists in the collection of
payments. This position requires multi-tasking and timely completion of tasks in coordination and
collaboration with others.

SKILLS, KNOWLEDGE AND EXPERTISE

• Strong understanding of how to create highly satisfied customer
• Firm commitment to excellence and high standards
• Strong verbal and written communications skills including ability to listen attentively and

to communicate information clearly and effectively

• Interpersonal savvy; able to collaborate and work closely with other departments and

leadership

• Detail oriented and highly organized with the ability to prioritize duties and responsibilities
• Excellent time-management skills with demonstrated ability to manage multiple projects

at a time while meeting deadlines

• Self-motivated, resourceful and adaptable; able to work independently within team

focused environment

• Versatility, flexibility, and a willingness to work within constantly changing priorities with

enthusiasm

• Good judgement skills with the ability to make timely and sound decisions
• Excellent problem resolution and consultative skills
• Ability to follow established policies and procedures with a safety-first attitude
• Broad level of safety, health and environmental rules and regulations, policies and

procedures

• Proficient with Microsoft Office 365 software; SAP experience preferred

Education: Associate’s Degree (AA) or equivalent from a two-year college or technical school,
or six months to one year related experience and/or training, or equivalent combination of
education and experience.

KEY RESPONSIBILITIES

• Schedules service personnel for field assignments; coordinates the associated logistics,
  including receiving customer purchase orders, issuance of SVC Requests, and follow

through with customers

• Processes warranty claims from distributors; reviews warranty claims for accuracy of

information, ensures proper justification, initiates request for purchase order, and

approves warranty claims

• Coordinates the disposition of returned material (RMA); ensures that returned material is

processed in a timely manner; expedites individuals, as needed; issues RMA Status report

• Handles logistics associated with training programs
• Assists in the collection of payments
• Performs required administrative tasks; prepares all required reports and correspondence
• Maintains a safe, clean working environment
• Performs other related duties as assigned by management