Service Administrator

Job Description: Service Administrator

Repotsr to: Director of Product Support

Department: Service

Position Summary: The Service Administrator will support the service team by managing warranty and service claims, coordinating repair schedules, and ensuring seamless communication with customers and internal teams. This role involves handling all warranty claims through SAP to ensure efficient processing and accurate record-keeping, ultimately contributing to customer satisfaction and operational efficiency.

Essential Duties and Responsibilities:

Warranty and Service Claims Management:

·       Process warranty claims by gathering required documentation, verifying eligibility, and submitting claims through SAP, ensuring accuracy and compliance with company standards.

·       Track and monitor the status of open claims within SAP, ensuring timely updates and follow-up on pending issues.

·       Maintain detailed records of all claims and repairs in SAP, documenting resolution, parts used, and relevant service history.

Customer Support and Coordination:

·       Act as the first point of contact for customers regarding warranty inquiries, service requests, and status updates.

·       Coordinate service schedules and repair times with service technicians, ensuring clear communication through SAP and other internal systems.

·       Escalate complex service issues to the appropriate team members while maintaining customer engagement throughout the process.

Documentation and Reporting:

·       Prepare service reports, claims summaries, and warranty documentation using SAP and other tools for internal records and customer review.

·       Monitor and analyze service data within SAP to identify trends and areas for process improvement.

·       Assist in creating and updating warranty policies, SAP workflows, and customer service procedures as needed.

Inventory Coordination:

·       Work closely with the inventory team to ensure availability of parts needed for service and warranty repairs, managing stock levels and part requisitions in SAP.

·       Communicate inventory shortages and delays with customers and team members, coordinating alternative solutions where possible.

SAP Data Management and Process Improvement:

·       Manage all claim entries, updates, and adjustments within SAP, ensuring data accuracy and adherence to company procedures.

·       Identify opportunities to optimize claim processing workflows within SAP and recommend improvements for increased efficiency.

·       Provide training and support to team members on SAP functionalities related to warranty and service claims management as needed.

·       Contribute to the maintenance of the Quality Management System through the correct execution of its functions and/or activities.

·       Contribute to the continuous improvement of the Quality Management System

·       Consistently follows and adheres to all safety and good manufacturing practices (GMP's).

·       Other job-related duties as assigned.

Competence, Skills, and Abilities:

·       Associate degree in Business or related field (required), Bachelor degree preferred

·       2-3 years in customer service experience and skills

·       2-3 years’ experience in SAP, required

·       Proficient in ERP systems and inventory management software.

·       Ability to verbally communicate ideas and issues effectively to other team members and management.

·       Ability to write and record data and information as required by procedures.

·       Medium to Expert skills in Microsoft Office (Excel, Word, Outlook, etc.)

·       Precise accuracy and attention to detail and quality

·       Excellent communication skills,

·       Ability to work effectively in a fast-paced team environment.

·       Familiarity with generator parts and components is a plus.

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

·       Required to talk and hear. Frequently required to stand/sit for long periods of time.

·       Able to use office equipment and occasionally lift a maximum of 15 pounds without help.

·       Constantly use hands and fingers, to handle, or feel and reach with hands and arms to operate equipment.

·       Visual acuity is necessary to do the job safely and effectively. Specific vision abilities required by this job include close vision work with computers, and in reading and peripheral and color vision.

·       Usage of PPE is required.

Work Environment:

·       This position works in an office environment and from time to time going to a non-air-conditioned/heated warehouse setting, with some outdoor exposure during the workday. Requires activities involving being around moving machinery, exposure to marked changes in temperature and humidity, and some exposure to dust, noise, fumes, and gases.

HIPOWER SYSTEMS provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company sponsored employees’ activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.