Administrative Assistant, Field Service

This salary information serves as a general guideline. Final offers are based on various factors, including qualifications, skills, experience, and other job-related criteria.

Benefits:

Paid Time Off, Health Insurance, Health Savings Account (HSA), Dental Insurance, Vision Insurance, 401(K) with Roth option, Life & Disability Insurance, Tuition Reimbursement & Discretionary Profit-Sharing Bonus.

Job Summary:

This position reports to the Field Service Manager and is responsible for providing customer support for our electronic test systems. The primary responsibilities include preparing accurate quotations, managing customer orders, and coordinating the repair process with a high degree of accuracy and attention to detail.

This position oversees the repair workflow by coordinating incoming and outgoing repairs, ensuring timely processing, minimizing turnaround times, and maintaining clear communication throughout the repair cycle. The role tracks repair status, prevents delays, manages outstanding repairs, and supports efficient operations, accountability, collaboration between internal teams and customers, and a high level of customer service.

Key Responsibilities:

·         Act as the first point of contact for customers and provide timely, accurate and complete responses to a high volume of incoming customer service inquiries via phone, e-mail and our customer portal.

·         Open, track and close service tickets / customer requests for new orders and incoming and outgoing repair orders, entering and tracking all customer and request details.

·         Process requests for quotations by investigating historic pricing and gaining input from the field service team.

·         Maintain a historical database for each customer that reflects the customers’ requirements.  Facilitate all expedited requests.

·         Coordinate with Test, Sales and other departments as needed to solve the customers’ problems.

·         Build relationships and trust throughout the company and with our customers.

·         Other duties as assigned.

Required Qualifications:

·         High School Diploma or GED.

·         1 year of data entry experience within an ERP system. Strong typing skills and a high level of attention to detail. 

·         Proven customer support experience.

·         Strong phone skills and active listening skills.

·         Customer orientation, ability to adapt to different types of personalities.

·         Ability to exercise good judgment in order to determine appropriate action.

·         Excellent oral and written communication.

·         Ability to multi-task, prioritize, problem solve and manage time effectively.

·         Team Player.

Preferred Qualifications:

·         Proficiency with MS Office Suite

·         Experience working with technical products

·         INFOR ERP experience

Physical Demands:                                                                                                                                   

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Position is primarily stationary with the need to sit or stand most of the workday.

·         Specific vision abilities required for this job include close vision, distance vision and ability to adjust focus.

·         May be required to periodically crouch, stoop, bend, or reach across all planes.

·         Employee must frequently lift and/or move up to 30 pounds and occasionally lift/or move material weighing up to 60 pounds, 0 - 33 % of time.

·         May be exposed to high noise levels for short amounts of time. Noise levels average around 70 decibels and intermittently reach 85 decibels when working near large machinery (hearing protection required).