Customer Service Admin

ITW•Hopkinton, MA

3d•$30 - $36•Onsite

About The Position

This position provides administrative and customer support for the Field Service organization. Responsibilities include maintaining customer records, coordinating and supporting service-related activities, promoting and administering maintenance agreements, and assisting sales and marketing initiatives. The role operates with minimal supervision from the Field Service Manager and serves as a key support resource for U.S. office operations. The incumbent is responsible for ensuring compliance with company and departmental policies, as well as adhering to established Field Service Standard Operating Procedures (FS-SOPs) to support efficient and consistent service delivery.

Requirements

Minimum of a high school education or equivalent and at least five years of relevant experience in a customer service and/or manufacturing environment.
Demonstrated ability to build and maintain strong customer relationships while delivering exceptional customer service.
Strong administrative, organizational, and time management skills with a high level of attention to detail.
Excellent problem-solving and critical-thinking skills, with the ability to work effectively in situations where processes or procedures may not be fully defined.
Proven ability to prioritize workload, manage multiple tasks simultaneously, and meet deadlines in a fast-paced, high-volume environment.
Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Access.
Strong aptitude for learning and utilizing business systems, software applications, and database tools.
Ability to analyze data and information, identify trends, and implement process improvements to enhance efficiency and effectiveness.
Effective written and verbal communication skills, with the ability to collaborate across departments and interact professionally with customers and stakeholders.
Self-motivated and capable of working independently while contributing effectively as part of a team.

Nice To Haves

Valid USA Driver License.
Occasional domestic travel may be required.

Responsibilities

Prepare initial maintenance agreement and service contract quotations in collaboration with Service Managers and Field Service Engineers.
Process service contracts associated with SMT Sales Orders for the North America region.
Maintain and manage a contract quotation database, including follow-up activities for outstanding quotes.
Review customer purchase orders for accuracy and completeness, ensuring all required information is entered into QAD and ready for processing.
Initiate and coordinate contract billing activities for service agreement purchases.
Schedule and coordinate preventive maintenance visits with customers and Field Service personnel.
Track and monitor all obligations associated with Protect PM, Protect Parts, and Protect Plus service agreements.
Partner with Accounting to resolve service billing discrepancies and customer invoicing issues.
Maintain customer service files, including contracts, quotations, billing schedules, preventive maintenance schedules, preventive maintenance schedules, installation reports, and related documentation.
Generate and distribute warranty expiration reports to Service Managers, providing visibility three months prior to expiration.
Develop and maintain quarterly utilization and performance reports, including QAD-generated metrics, charts, and trend analyses of month-to-date and year-to-date Field Service Engineer utilization.
Prepare ad hoc reports and analyses to support management decision-making.
Assist with the implementation, testing, and deployment of QAD system enhancements in partnership with the IT Department.
Close North America Field Service work orders in accordance with established procedures and guidelines.
Collaborate with Technical Support, Accounting, Finance, Service Managers, and Field Service Engineers to resolve time-and-material (T&M) service billing issues.
Manage machine installation scheduling for assigned regions by utilizing the Rolling Ship Report and maintaining installation tracking databases.
Coordinate and administer customer satisfaction survey activities for assigned regions.
Update and maintain Field Service Engineer schedules and activity records within SharePoint.
Participate in after-hours, weekend, and holiday on-call coverage to support service emergencies as required.
Maintain and update Field Service Representative (FSR) documentation and records.
Process the closing and invoicing of Field Service Reports.
Support ISB data integrity initiatives through accurate record maintenance and system updates.
Respond to customer inquiries regarding purchase orders, invoices, contracts, and service-related matters.
Analyze internal reports and operational data as directed to identify trends and support business objectives.
Create, maintain, and deliver training materials, work instructions, and process documentation across designated areas of responsibility.