Service Administration Manager

Rational AG•Rolling Meadows, IL

38d

About The Position

When it comes to intelligent kitchen equipment and digital products, the RATIONAL Group is the global market and technology leader. Now its 2,700+ employees around the world need help. They need someone with brains, tenacity, and enthusiasm. Someone like you. Summary: The primary responsibility of the Service Administration Manager is to oversee the administration process for RATIONAL USA. The Service Administration Manager (SAM) manages a team of Administrators who effectively process work order completion, service invoicing, and service quotations. The SAM interacts frequently with other managers within the Service organization, other departments within RATIONAL, and our 3rd party Service Partners. The SAM is the escalation point for service administration inquiries and discrepancy resolution. The continuous improvement of our systems and processes is necessary to keep up with service business growth. For this reason, the SAM is considered Key User for Salesforce, SAP, and customer work order billing portals.

Requirements

High school degree or higher
5+ years in service administration
2+ years of supervisor or team lead experience
English fluency
Ability to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Ability to calculate figures and amounts such as discounts, data analysis, trends, extrapolations.
Knowledge in rates, tax calculations

Responsibilities

Manage the work order claim process to ensure timely turnaround and payment to RATIONAL Service Partners.
Manage the billing process for work performed for RATIONAL direct service customers.
Maintain the RATIONAL account for customers' facility management systems.
Manage onboarding process of service partners which includes ensuring contracts are completed, set-up of service partner accounts, and service partner user profiles.
Maintain service partner account data, rates, and prices.
Resolve service partner user access into our systems.
Develop and coach the Service Administration team.
Collaborate with internal accounts receivable process to resolve billing discrepancies.
Hiring, training, and managing service admin staff in best customer service practices.
Implementing improvements to the service administration process.
Provide monthly and annual KPI reporting.
Coordinate training logistics for technical trainings.