Sr. Field Service Administrator

Signode•Roselle, IL

21h•Onsite

About The Position

Manages field service and customer inquiries in relation to service requests. Coordinates the on and off boarding of service techs and the administration of supplies.

Requirements

High School Diploma or GED required.
2+ years of customer service.
Energy
Decision Making/ Judgment
Team Player
Priority Setting
Detail Oriented
Communication

Responsibilities

Respond to inquiries from field techs and customers.
Obtain necessary information relating to service issues, investigate billing problems, collect and research documentation, review and adjust discrepancies and resolve issues.
Follow up with customer to review and ensure problems are resolved.
Print and electronically save service billings that pertain to the field.
Validate data and close all service work orders to produce invoices.
Create and monitor Van Stock and Service Maintenance Agreement (SMA) parts orders for service techs.
Orders specialized parts and tools for service techs.
Collaborate with purchasing to determine part availability and ensure field service needs are met to satisfy scheduled service call.
Process credit memos and re-bills as required.
Compile and distribute necessary paperwork for new hire setups and terminations/ resignations.
Train employees as assigned.
Cross train.
Maintain field service employee addresses and phone numbers for distribution list throughout Signode and coordinate with Human Resources.
Coordinates with Field Service Techs for phone repairs and upgrade eligibility.
Coordinate after hour on-call & cotton program and update answering service.
Close field Return Material Authorization (RMA)s.
Continuously audit mature service orders.
Submit requests for certificates of insurance.
Set up of maintenance contracts in NAV then manually communicate with D365 to set up reoccurring visits.
Ensure all yearly paperwork is uploaded into National and local safety sites and specialized entries for specific customers.
Collaborates with other departments and platforms to ensure proper communication on all machine orders while uploading into systems.
Ensure updated work orders and invoices are communicated to all necessary parties.
Process reporting for KPl's, Warranty and Month End for Director.
Collaborates with Customers, Sales, Vendor and Techs regarding Depot Repair and Shuttle program.
Manages field service award program.
Facilitate the coordination of GCU Rack Kit Toolboxes to and from Customer locations.
Perform other duties as assigned.