What are the responsibilities and job description for the Field Support Administrator position at Guardian Alarm?
Job Details
Description
The Field Support Administrator works to serve Guardian Alarm’s service technicians, alarm installers, and/or sales representatives. This Administrator is expected to be cross-trained in all functions of the various pieces of this role to assist other team members when needed. This position is expected to suggest alternative plans or solutions to operational problems and must be able to make independent decisions and deal with confidential information. The FS Administrator is also responsible for establishing, maintaining and facilitating the service and install schedules. Must be proficient in multi-tasking and carrying out duties required for an efficient operation of the department.
Description
The Field Support Administrator works to serve Guardian Alarm’s service technicians, alarm installers, and/or sales representatives. This Administrator is expected to be cross-trained in all functions of the various pieces of this role to assist other team members when needed. This position is expected to suggest alternative plans or solutions to operational problems and must be able to make independent decisions and deal with confidential information. The FS Administrator is also responsible for establishing, maintaining and facilitating the service and install schedules. Must be proficient in multi-tasking and carrying out duties required for an efficient operation of the department.
- Schedule and monitor equipment shipments, installation appointments, service appointments, and retrieval appointments.
- Maintain all queues in the database daily that are applicable to their primary role on the team.
- Ensure ongoing review and correcting of customer data in audit reports and/or monitoring software based on communications from customer, sales representatives, installers or service technicians.
- Prompt and accurate sorting and handling of incoming phone and data communications.
- Efficiently utilize installation and service resources while balancing customer expectations and needs daily to maximize the efficiency in completing daily service and install tasks.
- Capacity to continuously adjust installation and service schedules in order to keep up with changing client or project demands.
- Capability to analyze and weigh multiple factors such as technician skill set, availability, logistical considerations, and effect on overall schedule.
- Coordinate installation jobs with sales consultants at point of sale to establish and meet client expectations.
- Accurately load new customer data into the company administrative and monitoring databases at point of sale and time of installation appointment setting.
- Collect and process installation deposit payments at point of install scheduling.
- Act as backup support for various positions as assigned.
- Properly record job comments/notes on customer site, install job or service job wherever applicable.
- Check account history upon completion of install or service work order to verify signal history upon clearing a technician.
- Generate and assign service tickets as needed.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Proven strong attendance record.
- Strong analytical and problem-solving skills.
- Excellent time management skills.
- Proficient with Microsoft Office Suite or related software.
- Strong customer service, data entry and scheduling ability.
- Strong attention to detail skills.
- Associates degree in related field or equivalent working experience required.
- At least 2 years of customer service, scheduling or data entry experience required.
