What are the responsibilities and job description for the Aftersales Administrator position at Yanmar Compact Equipment North America, Inc.?
Company
Yanmar Compact Equipment North America Inc. (YCENA) designs, manufactures, and supports a complete range of compact equipment — including compact track loaders, mini excavators, wheel loaders, and construction equipment — for use in markets such as construction, landscaping, utility, land management, and agriculture. Products are sold primarily through a third-party independent dealer network across North America.
Overview
The Aftersales Administrator is responsible for answering phones, reviewing emails, input information into a case system, review case system for dealer submitted cases, and help the service team with follow ups. This position will work closely with the dealer networks and service teams.
Responsibilities
- Answer Calls
- Review, categorize emails
- Input cases into the case management system
- Review cases in the System for accuracy and follow ups
- Follow up on active cases
- Work directly with the service team
- Direct inquiries to the proper responsible department
- Case management
- Call and email records
Education/Formal Training
- 2-year Technical Diploma or Associate’s Degree in related field
- 3-5 years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the heavy equipment construction environment.
Professional Expertise/Skills
- 3-5 years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation.
- 1-3 years’ experience in a customer facing environment
- 1-3 years MS Office (word, excel, outlook).
Methodical Expertise
- Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System)
- Strong orientation towards quality, safety, and continuous improvement
- Strong computer skills.
Personal Skills
- Demonstrated problem solving skills.
- Functions independently within context of day-to-day activities.
- Able to travel, up to 25% of the time
- Able to travel internationally.
- Able to work 40 hours per week depending upon workload.
Social Skills
- Strong orientation towards quality, safety, and continuous improvement.
- Excellent communication skills; both written and oral.
- Able to gather and analyze relevant information and coordinate work with other team members.