Service Administrator
1 week ago
**Service Administrator - Mississauga, ON**
**Mission Statement**
The Service Administrator will work with the National Service Administration Team in following/establishing best practises to provide Added Value Service to clients in an efficient, accurate and friendly manner in order to assure a positive customer experience at all times and enhance the overall level of customer satisfaction.
**General Function & Key Objectives**:
- Responsible for providing analytical data and support of crucial parts related information and pricing
- Responsible for providing support to Service Administrators, Order fulfillment and Account Managers concerning Part set-up and pricing
- Responsible for opening Service Orders with the required information i.e. Purchase Order/Service Request Forms/Scope of Work.
- Responsible for controlling Service Order costs within budget.
- Responsible for the ordering, tracking & expediting of parts for the Service Orders.
- Responsible for timely invoicing of Service Orders.
- Responsible for the accurate entry of labor on Service Orders.
- Responsible for purchasing from external suppliers as required.
- Responsible for providing customer quotations & failure analysis reports for repair & return, exchange & fixed price Service Orders.
- Responsible/Assist in management and control of WIP.
- Responsible/Assist in the tracking of Exchange Components Sales/Core Returns.
- Assist in providing/developing processes and training.
- Assist in vacation planning, administration coverage, after hours scheduling.
- Assist with incoming Customer Calls as required - back up Customer Service Representative as required.
- Assist in the promotion and implementation of Customer E-Commerce Solutions ie. Shop On Line, EDI, DocMine, Nimbi, Ariba, SAP, M3.
- Comply with the organization’s people management, environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards.
- Perform special studies and carry out special assignments, as required by his/her supervisor.
**Communication Responsibilities**:
- ** Good team spirit and communication with all departments (one team approach)**:
- Always communicate in a positive manner and with a positive attitude.
- Key Internal relationships with the Service/Product Managers, Service Lead Hands/Technicians, Account Managers, Accounting/Credit Department, Technical Service Department, Customer Service personnel, Service Admin SAP Lead Hand.
- Key External relationships with Customers, Vendors, Freight/Transport Companies.
- Reporting responsibilities to the Operations Manager-Customer Support & Service Admin as well as the Regional Service Manager.
**Training & Skill Development**:
- A proven Self Starter and able to work with a minimum of supervision.
- Excellent technical product knowledge.
- Good written and computer based skills.
- This position requires excellent verbal communication and interaction skills with our internal people and our customers.
**General Work Attitude**:
- Work cooperatively and positively with all departments in a spirit of teamwork to address problem areas and stimulate aftermarket sales.
- Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, tools, computers, software, phones, faxes and products.
- Foster practices within the company that is consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of our aftermarket group. Strive for unity and trust within the group and expect to produce results before receiving rewards.
- Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
**Qualifications**:
- A Positive Attitude
- Strong customer service and troubleshooting skills
- Computer literate, including effective working skills of MS Office, Outlook, SAP, AS400.
- Exceptional conflict resolution, negotiation, and objection handling skills
- Bilingualism is a definite asset (English and French)
- Customer Focus
- Excellent interpersonal skills
- Team Work
- Able to work well under pressure
- Strong attention to detail
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Ability to Travel extensively if/as required
- Mechanical background or experience working with parts and parts books.
- Technical background, in equipment assembly, reading drawings or prints is a definite asset.
- Ability to Travel if/as required
**Education/Experience**:
- Five or more years’ experience in Service Administration/Service Planning.
- Valid ‘G’ Driver’s License
- A good working knowledge of BPCS(AS400), SAP, M3, E-Commerce (Shop On Line), DocMine, Microsoft Office and Outlook.
- Fluency in English and French is an asset (oral & written).
**United. Inspired**. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.
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