Description

Fill a primary role in the administrative support and operations of the services organization. Duties include, but are not limited to: 

• Monitor the service inbox for inquiries and provide timely assistance to both internal & external customers. Inbox duties include deleting spam/promotional email, moving items to the appropriate folders, and ensuring that only action items or items being worked on are in the inbox.
• Routinely review service records to identify customers in need of re-calibration service and perform quote follow-up to existing contacts in which calibrations are near due or expiring in attempts to obtain a purchase order. Maintaining an accurate communication history of follow-ups is a must. 
• Generate quotations and order confirmations for new and existing service accounts in accordance to the SOP. Ensure accurate and timely entry of orders and order confirmations sent to customers.
• Work collaboratively with team members and counterparts in other parts of the organization (Sales, Management, etc.) as needed, to develop and implement action items to resolve customer issues. 
• Answer calls and provide assistance regarding service dates, pricing, order placement, and processing. 
• Ensure that any Field Service Technician (FST) and Repair Depot Technician requests for tools, standards, fixtures, parts, etc. needed for upcoming jobs are prioritized, processed accordingly, and fulfilled. 
• Coordinate jobs with subcontractors and provide information needed to allow successful completion of such orders. 
• Ensure that all contractor requirements provided by the customer (background checks, safety glasses, gate entry information, etc.) are communicated to the FST or subcontractor and are noted on the order. 
• Run open service orders report weekly and update due dates with confirmed service dates in ERP 
• Perform other job-related duties as assigned by management. 
• Able to work flexible hours due to time zones within North America.
• Must carry themselves in a professional manner as we utilize video calling daily. 
• Reps are required to onboard and cross train new hires as well as existing staff.
• Required to hold and attend management meetings during normal and afterhours to maintain the business.
• Hours are generally 8-10hrs per day Monday through Friday, however days are more based on business needs. up to 12hrs. Must be willing to work occasional weekends and Holidays. 

Requirements

Experience/ Education Requirements 

• Minimum five years of experience in the following fields are preferred: Customer Service, Inside Sales Support, Technical Support, or another customer support role. 
• Minimum five years of experience in CRM software (Salesforce or similar). 
• 8 years or more experience utilizing Email, Soft tools (like TEAMS), video calling, face to face customer interactions.
• Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow though, and simultaneously manage multiple priorities to ensure goals and tasks are met in a timely manner. 
• Excellent communication skills required; both oral and written. 
• High level of proficiency in Microsoft Office programs such as Outlook, Word, and Excel. 

Preferred Skills 

• ERP Experience required, SAP or Syteline experience preferred. 
• Salesforce 
• Bilingual is a plus