SERVICE SUPPORT ADMINISTRATOR

Our Service Support Administrator assists our Field Service operations and is based in Home Office. The Service Support Administrator’s (SSA) primary responsibility is to provide administrative support to our Customers and our Field Service Engineers. Specific duties are to activate, modify and deactivate equipment maintenance agreement entitlements in our Customer resource management system (Salesforce.com), generate a quotation for Service Contracts, and prepare the contracts. The ideal candidate will be motivated to work closely in a team, work organized, be trustable, and be competent in prioritizing and working with little supervision. The Position is reporting to FSE Manager directly. 

Join us for an opportunity to have a high impact in a dynamic and collaborative environment that ensures accurate and timely critical support for our Customers and field-based employees!

Job Specifics:

• Communicate between overseas staff and headquarters in China.
• Work as a part of a FSE team to support a dedicated service area in Europe & Africa, to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.
• Establish preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize Field Service Engineer utilization and Customer satisfaction.
• Contact Customers for selling Service Contracts, generate quotations for Service Contracts and prepare the contracts. Visit customers for contract discussions.
• Process all requests regarding billing issues and subsequent credits, troubleshoot problem service requests with Field Technicians when information is missing, make data corrections in CRM System, release service backlog line items, and maintain service installation base.
• Work closely with the training department and support FSE training arrangements.
• Provide exceptional customer service to internal and external customers via phone, email, chat, etc.

Required Experience:

• Minimum 2-3 years experience in a fast-paced, customer service-based office setting in an administrative or support capacity. 
• Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.
• Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel. Experience with service contract software and CRM systems and Salesforce.com is strongly preferred.
• Demonstrated effective analytical, organizational, good and clear English written and oral communication skills.
• Demonstrated success at achieving or exceeding set goals, metrics, and KPIs.
• Ability to multi-task and handle multiple service requests utilizing advanced prioritization skills.

Education:

• BSc/BA in office administration or relevant field is preferred