Service Administrator - III

Job SummaryThe Service Administrator III serves as the primary point of contact for customers, delivering exceptional customer service while supporting branch operations and business growth. This role is responsible for managing customer inquiries, creating work orders, coordinating service activities, and ensuring timely communication throughout the service process.Key Responsibilities

• Serve as the first point of contact for customers via phone, email, and in-person interactions.
• Build and maintain positive relationships with customers to enhance satisfaction and loyalty.
• Assess customer needs and gather relevant information to accurately address inquiries and service requests.
• Create and manage work orders within designated business systems.
• Provide customers with service status updates and communicate repair progress as needed.
• Translate customer concerns into troubleshooting plans and support diagnostic processes.
• Document troubleshooting activities, service actions, and outcomes within company systems.
• Analyze customer issues and warranty eligibility using established service and warranty guidelines.
• Prepare and submit warranty claims with accurate supporting documentation.
• Escalate complex technical issues to higher-level support teams when required.
• Maintain accurate customer, equipment, and service records.
• Utilize electronic diagnostic and service tools to support maintenance, troubleshooting, and repair activities.
• Collaborate with technical teams and stakeholders to ensure timely issue resolution and customer satisfaction.

Required Qualifications

• High school diploma, GED, or equivalent combination of education and relevant work experience.
• Significant related work experience or specialized knowledge acquired through education, training, or on-the-job experience.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication abilities.
• Ability to effectively manage multiple priorities and execute tasks within established timelines.
• Strong problem-solving and conflict-resolution skills.
• Working knowledge of service documentation, work order management, and customer support processes.
• Ability to interpret technical information and assist in troubleshooting service-related issues.
• Strong organizational skills and attention to detail.
• Proficiency with business systems, service management software, and electronic service tools.

Preferred Qualifications

• Experience supporting diesel engine, heavy equipment, automotive, or mechanical service operations.
• Familiarity with warranty administration processes and claim management.
• Knowledge of diagnostic procedures and the use of mechanical and electronic service tools.
• Experience working in a technical service, maintenance, or repair environment.
• Understanding of financial metrics and business operations related to service management.

Certifications

• Additional licensing may be required to comply with applicable export control or sanctions regulations.
• Relevant technical, mechanical, or service-related certifications are preferred.

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Education: High School