Service Administrator

Job Description

Job Description

SUMMARY

Responsible for administrative support for services that take place at customer sites via computerized ERP system and external tracking matrixes.

Maintains accurate documentation and tracking of all parts and equipment sent to and returning from the customers sites.

Responsible for continuous contact with customers, sales representatives, field service engineers and other company personnel via phone and e-mail.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential.

The organization’s leadership promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required.

Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.

Supervisory Responsibilities

None

Duties

• Ensures the prompt and accurate processing of all return requests for customers including the creation of RMA’s, quotes and shipping documents.
• Ensures the prompt and accurate processing and reporting of all Field Service documentation for including service sales orders and maintenance agreements.
• Maintains logs, records, data bases, files, and other management information tools for the proper use of tracking RMA’s and labor utilization.
• Facilitates the return of Pfeiffer owned parts and equipment at customer or consignment locations.
• Ensures all month end processing is accurate and completed in a timely manner.
• Monitor RMAs throughout repair cycle to ensure quick turnaround time.
• Attend meetings with other departments for collaborations and to assist with process agreements and communication throughout the Service Admin group.

Other duties may be assigned from time to time.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks require walking, sitting, bending, reaching, and mobility. Work requires computer skills (word processing, spreadsheet, and data-entry), attention to detail and accuracy.

Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers.

Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded and agile in all of their business activities.

We expect that our company values of open mindedness, trust, communication, thinking strategically / being creative, being courageous, accountable and humble, ethical sensitivity / compliance, resilience / facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

Qualifications

Requirements include knowledge of Microsoft Office, Outlook, ERP Databases such as SAP and Windows as well as general background working with computers and office equipment and accurately performing data entry.

Excellent verbal and written communication skills. Highly self-motivated, detail-oriented person with customer service experience.

Education and / or Experience

High School graduation / some college preferred, plus 1 2 years of experience in a service-related industry is preferred.

Experience in a service-related industry is preferred. The position requires a customer service-oriented approach and the ability to respond effectively to customer and Pfeiffer Vacuum personnel inquiries with limited supervision.

Language Skills

Essential functions require the ability to read, write and speak English.

Mathematical Skills

Basic mathematical skills.

Reasoning Ability

Works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practices is required.

Required to use spreadsheets, ERP system, data base queries, presentation, and word processing applications. The Team Lead must be able to troubleshoot complex service scenarios with limited guidance.

Certificates, Licenses, Registrations

Valid Drivers License

TOOLS AND / OR EQUIPMENT

This position uses a computer extensively with demonstrated abilities in the use of Microsoft products, ERP System, as well as other common office type equipment.

WORK ENVIRONMENT

Indoor and climate controlled environment.

Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at 603-578-6519.