Service Support Representative Jobs

Looking for the right candidate that is highly self-motivated to work with a Team of Field Service Technicians around the USA. This is a Coordinator role with a ton of opportunities.

Responsibilities

·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 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) requests for tools, standards, fixtures, parts, etc. needed for upcoming jobs are prioritized, processed accordingly, and are fulfilled.

·Coordinate jobs with sub-contractors 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 sub-contractor 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.

Qualifications

·ERP Experience required, Salesforce, SAP or Syteline experience preferred

·Minimum two years of experience in the following fields are preferred: Customer Service, Inside Sales Support, Technical Support, or another customer support role.

·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.