Sr. Field Service Administrative Support

Job Description:

• Manages field service and customer inquiries in relation to service requests.
• Coordinates the on and off boarding of service techs and the administration of supplies.

Responsibilities:

• Respond to inquiries from field techs and customers. Obtain necessary information relating to service issues, investigate billing problems, collect and research documentation, review and adjust discrepancies and resolve issues
• Follow up with customer to review and ensure problems are resolved
• Print and electronically save service billings that pertain to the field
• Validate data and close all service work orders to produce invoices
• Create and monitor Van Stock and Service Maintenance Agreement (SMA) parts orders for service techs
• Orders specialized parts and tools for service techs
• Collaborate with purchasing to determine part availability and ensure field service needs are met to satisfy scheduled service call
• Process credit memos and re-bills as required
• Compile and distribute necessary paperwork for new hire setups and terminations/ resignations
• Train employees as assigned (Cross train)
• Maintain field service employee addresses and phone numbers for distribution list throughout client and coordinate with Human Resources
• Coordinates with Field Service Techs for phone repairs and upgrade eligibility
• Coordinate after hour on call & cotton program and update answering service.
• Close field Return Material Authorization (RMA)s
• Continuously audit mature service orders
• Submit requests for certificates of insurance
• Set up of maintenance contracts in NAV then manually communicate with D365 to set up reoccurring visits.
• Ensure all yearly paperwork is uploaded into National and local safety sites and specialized entries for specific customers
• Collaborates with other departments and platforms to ensure proper communication on all machine orders while uploading into systems
• Ensure updated work orders and invoices are communicated to all necessary parties.
• Process reporting for KPI's, Warranty and Month End for Director
• Collaborates with Customers, Sales, Vendor and Techs regarding Depot Repair and Shuttle program
• Manages field service award program
• Facilitate the coordination of GCU Rack Kit Toolboxes to and from Customer locations.
• Perform other duties as assigned

Requirements:

• 2+ years of customer service.

Education:

• High School Diploma or GED required.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.