Job Description

PRIMARY FUNCTION:

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

ESSENTIAL DUTIES:

I. Administrative

• Opens work orders to support Service Operations.
• Reviews, updates, and closes work orders. Separate work order packets and maintain work order filing system.
• Verify time accuracy and make corrections or needed (wip & non wip)
• Identify and route appropriate warranty documents to the warranty department.
• Collects time, calculates hours checking for accuracy in time, customer number and work order number, makes corrections, and enters time worked for payroll into computer. Logs time on time sheets and puts time cards in order by employee and date. Routes cards to Information Systems. Provides ongoing coaching to Technicians regarding errors.
• Calculates meal and outside purchase expenses. Logs to expense sheet, bills to work orders, codes for payment and routes to Service Manager for approval. Sends completed forms to Accounting Department.
• 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.
• Issues, codes, approves and receives purchase orders using on-line system. Bills outside purchases to work orders and PM’s. Maintains files.
• 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 office machines and supplies (printers, copier, typewriter, etc.).
• Transmits through facsimile information for the department.
• Miscellaneous: Daily distribution of print out reports to branch, travel expense reporting, assist Service Manager and others with projects as needed.

II. 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 machine service complaints and problems to the best customer satisfaction level possible.
• Provides customer service, pricing quotes and machine service completion and delivery schedule information.
• Closely monitors machine repair schedule and immediately contacts customer with any schedule modifications or whenever any additional repair is needed. (Work in process).
• Coordinates job repair priorities and assigns daily job assignments.
• Serves as a liaison between departments and branches such as machine 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.

Good customer relations is a must. Pleasant personality. Must be PC literate with an intermediate level skill with keyboard and word process 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.