Job Description

PRIMARY FUNCTION:  

This position provides key support for service customers’ satisfaction and maintains vital administrative operational responsibilities for the entire branch. 

ESSENTIAL DUTIES: 

• Sets up new customer, customer updates and machine pop information.   
• Identifies and routes appropriate warranty documents to the warranty department.   
• Applies contractor invoices to work orders and assist with contractor invoicing.  
• Issues, codes, approves and receives purchase orders using on-line system. Bills outside purchases to work orders. 
• Opens, reviews, updates, and closes work orders.   
• Assist in ensuring service and parts areas are neat and clean. 
• Verify time accuracy and make corrections as needed (wip & non wip). Provides ongoing coaching to Technicians regarding errors.   
• Calculates meal and outside purchase expenses. Maintains Concur expense accounts, bills to work orders, codes for payment and routes to Service Manager for approval.   
• Maintains manual absentee calendars for all service personnel and the Service Manager.  
• Updates computer records for vacation/sick/personal business leave for non-exempt and exempt service department personnel.   
• Assist fellow employees with routine personnel matters/changes, Credit Union transactions, computer password and Ceridian Self Service.  
• Types correspondence, quotes, records, completing forms, reports, etc. Maintains department files.     
• Receives mail and distributes.   
• Maintains petty cash and office machines and supplies.
• Miscellaneous:  Distribution of print out reports to branch, travel expense reporting, assist Service Manager and others with projects as needed. 

 Customer Service 

• Answers telephone for service department routes calls to appropriate personnel.  Ensures excellent customer relations by resolving telephone or direct request, issues or concerns.   
• Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service. 
• Manages or resolves customer’s service complaints and problems to the best customer satisfaction level possible. 
• Serves as a liaison between departments and branches such as engine transportation, engine repair, transmission repair, etc. 

MINIMUM REQUIREMENTS: 

Education: 

High school diploma. 

Work Experience: 

Two years working experience in similar administrative related position. 

Physical: 

Must be able to work for long periods while seated.  Must have ability to clearly communicate with customers on the phone or in person. 

Other:

• Good customer relations is a must. 
• Pleasant personality
• Must be PC literate with an intermediate skill level with keyboarding and word processing software (preferably Microsoft). 

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.