Senior Field Service Administrator

Brown Machine Group•Beaverton, MI

3d•Onsite

About The Position

BMG is a thermoforming packaging/automation solutions leader focused on a customer-centric approach to designing and building capital equipment machinery, tooling systems, and packaging automation solutions. BMG is a global organization representing the world’s most extensive thermoforming portfolio in the following industries: automotive, medical, electronics, horticulture, food, and process automation. Our Field Service Administrator is an integral part of the Manufacturing Field Service department by providing support and organization through coordination with the Service Manager and Director of Customer Service. The ideal candidate should have experience in supporting manufacturing administration tasks and has strong attention to detail and organized.

Requirements

A minimum of a two-year business degree preferred or two-years of sufficient experience
Experience in a field service or manufacturing department preferred
Attention to detail
Strong organizational and communication skills
Proficiency in Microsoft Office; knowledge of ERP systems (Epicor preferred)

Responsibilities

Verify and publish service representatives’ schedules with customers and after-hours support. Administer after-hours support coordination.
Review and approve Service-related expense reports.
Understand Service sales process with bookings and customer POs.
Maintain current service rate and customer PO acknowledgement documentation, send to internal/external customers as required.
Assist in maintaining monthly customer billing process. Understand and participate in Service billing process up to accounting hand-off, assist Accounting when clarification is required.
Create/close/update all jobs/tickets/quotes/routings/quoted costs in ERP system at proper time.
Make suggestions for and administer remote service processes internally and externally.
Assist in ensuring all interdepartmental paperwork, including call reports, are filled out and archived as required.
Understand and ensure Service compliance with ISO processes, including, but not limited to Warranty, Call Report, Expense Report, and internal dissemination of records/information.
Update and document written processes, both for ERP system, and ISO Quality System through Quality Manager
Keep updated service personnel skills matrix and assist in coordination of established training goals as frequently as required.
Assist with establishment and administration of on-boarding process for new Service employees, ensure all requirements are established with other departments in necessary timeframe.
Support New Product Development
Follow-up on parts shortages, sales orders, etc. to ensure parts shipments for coordination with scheduled field service (including green sheet process)
Inform Service Manager when adherence to established processes isn’t being followed within department.
Maintain tracking of and ensure internal adherence to Field Service Change Notice (FSCN) process within Service Department
Provide temporary back-up for administrative information/decisions when the Field Market and Aftermarket Support Manager is unavailable.