Service Administrator

As part of the KPM Analytics Aftermarket team, this position is responsible for providing warranty service support, parts and quoting support to KPM customers, while supporting field service and depot technical staff. This position is the primary contact for customers in North America seeking after-sales services and interacts with all KPM brands across the US and Europe.

Duties and Responsibilities:

• Manage, coordinate, schedule all field service visits for the North America field service team.
• Document and manage in Salesforce all customer requests for service.
• Responsible for quoting and follow-up of all aftermarket service requests.
• Manage and coordinate the service process from start to finish to ensure customer satisfaction (including service parts orders, coordination of parts arrival with service technician arrival and billing of service/repair charges)
• Responsible for managing flow of product in and out of the Westborough repair depot and document in the Salesforce RMA ticket system. Includes issuance of RMA’s, quoting services and coordination of return shipping
• Provide timely reporting on depot and field service jobs in Salesforce.
• Source service opportunities through inbound lead follow-up and outbound emails
• Guide customers to purchase appropriate service contracts and/or preventative maintenance services for their instrumentation.
• Manage assignment/tracking of demo equipment.
• Implement practices, procedures, and complete reports as required.
• Promote and maintain a positive work environment that shows concern and respect of all employees, vendors, and customers by providing excellent customer service to internal and external customers.
• Provide an excellent customer service experience every time our customers contact KPM Analytics
• Process customer requests in a timely manner via phone and email
• Assist customers with product descriptions and part numbers.
• Provide knowledgeable answers to questions about service products, pricing, and availability.

Experience:

• 3 to 5 years of customer support or inside sales experience required.
• Proficiency in Microsoft Office and CRM software such as Salesforce, NetSuite, etc.
• Excellent verbal and written communication skills

Education:

High School diploma or equivalent

Traits/Skills required:

• Excellent organizational and time management skills with the ability to prioritize and multitask.
• Ability to make decisions independently and solve problems.
• Exceptional communication and customer service skills
• Team-oriented, helpful, and goal-driven attitude
• Ability to drive aftermarket sales opportunities to closure to achieve targets.
• Strong work values/ethics: Flexibility, dependability, honesty, professionalism, and integrity
• Competent with MS Office; Outlook, Word, Excel, PowerPoint. Familiarity with CRM and NetSuite a plus.