Technical Services Administrator

Summary:
The Technical Services Administrator plays a vital role in managing the daily operations of the service and supports team by coordinating requests, maintaining records, and ensuring effective communication between customers and internal teams. This position focuses on administrative functions such as scheduling, reporting, documentation, and process improvement to enhance service efficiency and customer satisfaction.

Key Responsibilities:

• Service & Support Request Coordination:
  Manage incoming service and support requests, ensuring accurate documentation and timely assignment to the appropriate team members.
• Customer Communication:
  Serve as a point of contact for customers, providing updates on request status, scheduling, and follow-ups on outstanding invoices.
• Scheduling & Workflow Management:
  Assist in scheduling service activities and coordinating resources to optimize efficiency.
• Reporting & Documentation:
  Generate and maintain reports on service performance, request trends, and team productivity. Create and update standard operating procedures (SOPs) for internal processes.
• System & Process Support:
  Work with internal teams to improve CRM and phone systems, ensuring efficient service tracking and communication.
• Administrative Support:
  Assist with preparing estimates, quotes, and invoices while maintaining accurate records.
• Performance Monitoring:
  Track key performance metrics and contribute to process improvement initiatives for better service operations.

Qualifications & Skills:

• Experience:
  • 3 years of experience in service coordination, administrative support, or customer service roles, preferably in an industrial or technical environment.
• Administrative & Organizational Skills:
  • Strong ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced setting.
  • Experience with scheduling, record-keeping, and report generation.
• Customer Service & Communication:
  • Excellent verbal and written communication skills, with the ability to professionally interact with customers and internal teams.
  • Strong follow-up and problem-solving skills.
  • Bilingual (English & Spanish) preferred to enhance communication with a diverse customer base.
• Technology Proficiency:
  • Experience using CRM software, phone systems, and Microsoft Office (Excel, Word, PowerPoint).
• Process Improvement & Documentation:
  • Ability to assist in developing SOPs and improving workflow efficiency.
  
  

Additional Requirements:

• Education:
  • An associate degree or relevant certification in Business Administration, Operations Management, or a related field is preferred. Equivalent experience will be considered.
• Location & Travel:
  • This position offers a flexible remote work arrangement, but candidates must be located within commuting distance of our Wixom, MI office for occasional on-site meetings, training, or support as needed.
  • Occasional travel may be required for meetings or training.