Field Service Administrator - Calibration

Field Service Administrator - CalibrationLocation: American Calibration Office - not remote. POSITION SUMMARYThe Service Administrator Calibration is responsible for facilitating the flawless execution of customer calibrations. The administrator shall proactively work with customers to coordinate calibrations to be performed onsite, in a lab or via a third-party contractor at the recommended cadence. The administrator shall maintain the highest level of integrity while balancing customer demand and company efficiency goals. Meet or exceed customer expectations so that they remain a loyal customer and continue to partner with the company in the future.CORE RESPONSIBILITIES Ensure reliable communication between customers and techniciansCoordinate on-site calibration dates with customersEnsure all required documentation is provided for the technician in advance of the calibration eventConfirm customer contact information is accurateEnsure the allocated technician and equipment are available for the customer's required timelineCreate and assign work orders via Salesforce softwareCreate service appointments and assign resources in SalesforceCoordinate scheduling requirements with the Client EstimatorTactical responsibilities include, but are not limited to, monitoring monthly IndySoft pending calibration emails, handling customer escalations, reacting appropriately to customer emergencies, and ensuring excellent communication between 3rd party vendors, clients, and company technicians.Maintain at least an 80% planned utilization rate with the technicians. Proactively schedule the clients and technicians with a 90-day lead time.Verify IndySoft data and usage compared to Salesforce work orders, monitor, and follow up where discrepancies exist.CORE COMPETENCIESDemonstrates the highest level of detail orientation, organizational skills, and the ability to multitask efficientlyAble to schedule Technicians for maximum territory coverage when travelingDemonstrates a sense of urgency to attain and exceed desired resultsAbility to leverage a variety of resources and influence othersAbility to balance simultaneous projects while meeting assigned project timelinesAdvanced oral and written communication skills with the ability to write and edit business correspondenceAble to maintain a high level of confidentialitySelf-directed, detail-oriented, and flexibleWillingness to learn and perform any/all work duties, including outside the job descriptionForward-looking thinker who actively seeks opportunities and proposes solutionsOther core competencies will be defined by your direct supervisor/managerSELF-LEADERSHIP: Strong interpersonal, oral, and written communication skillsAbility to bring forward recommendations and problem-solve in real timeACTION-ORIENTED: Taking ownership and new challenges with a sense of urgency, high energy, and enthusiasmProvide direction, delegating, and overcoming obstacles to obtain resultsINSTILLS TRUST: Gain the confidence and trust of others through honesty, integrity, and authenticityOPTIMIZES WORK PROCESSES: Understand the most effective and efficient processes to get things done, with a focus on continuous improvementCUSTOMER & TEAM MEMBER/EMPLOYEE FOCUS: Build relationships and deliver customer/team member/employee-centric solutions. CORE EXPERIENCE AND EDUCATION 3 years' experience in customer serviceSalesforce (or another CRM) and IndySoft preferredExceptional leadership, interpersonal communication, and relationship-building skillsAbility to handle and prioritize multiple tasks, work under pressure, and meet all deadlinesExhibit a high level of professional conduct, integrity, and accountabilityProficient in Microsoft Office products (i.e., Word, PowerPoint, Excel)Ability to travel as needed for the role, estimated at 10% MENTAL/PHYSICAL REQUIREMENTS Ability to be on your feet while performing job requirementsAbility to sit for periods depending on the job requirements. Frequent alpha/numeric keyboarding.Ability to use a computer for periods. Ability to exert up to 10-20 pounds occasionally. Ability to balance, reach, and grasp as needed for the job.Ability to crouch, grasp, and lift products above the shoulders to lift boxes and products from the floor properly. WORK SCHEDULEThis position requires a 40-hour minimum work week. This position is located in the office, not remote This position is non-exempt.