Customer Support Administrator

ITW•Norwood, MA

1d•$30 - $32

About The Position

As a key member of the Service Organization, the Customer Support Administrator (CSA) serves as the primary point of contact for all incoming service-related inquiries. This role is responsible for delivering exceptional support to Instron customers and Field Service Engineers by efficiently managing requests, coordinating service activities, and ensuring accurate documentation. The CSA works collaboratively across multiple departments to maintain the highest level of customer satisfaction and operational excellence.

Requirements

Strong organizational and problem-solving skills with attention to detail.
Ability to multitask and adapt to changing priorities in a fast-paced environment.
Excellent written and verbal communication skills; professional and empathetic demeanor.
Proficiency in Microsoft Office and CRM/ERP systems.
Ability to work independently while fostering a collaborative team environment.
Strong decision-making skills and willingness to take ownership of tasks through completion.
High School Diploma required.
At least 3 to 5 years’ experience in an administrative support role
At least 1 year of customer service experience

Nice To Haves

Associate’s or Bachelor’s degree preferred

Responsibilities

Triages and manages all incoming phone calls and emails to the Service Department, ensuring timely and accurate responses.
Establishes, organizes, and maintains confidential customer information in global Service Management and CRM/IFS Sales databases.
Opens and distributes Technical Support requests, offering basic troubleshooting on machine and software issues, as well as escalating unresolved cases to the Technical Support Team.
Quotes and processes requests for repairs, calibrations, and other service offerings, and proactively follows up on pending quotes with customers.
Processes all service-related billing including but not limited to calibration and on-site repair paperwork ensuring accuracy and timeliness.
Reviews daily and monthly reports for completed service calls to contribute to the success of the service organization.
Retrieves invoices and assists Accounting Department with collections on past-due invoices for credit holds affecting future services.
Responsible for establishing and maintaining a professional and responsive relationship with Regional Service Manager, Field Service Engineers, and Sales Representatives in assigned territory.
Participates in cross-functional meetings to enhance service delivery and suggest workflow improvements.
Maintains advanced knowledge of Instron products, software versions, and operating systems to assist customers effectively and identify and forward potential sales leads to the correct sales and service sales representatives.