Service Operations Representative - Mahwah, NJ

Service Administrator - Mahwah, NJ

Job Summary

Provide continuous customer satisfaction to our internal and external customers by offering the highest quality of administrative support as it relates to all aspects of Service Operations. This includes but is not limited to the Essential Functions listed below.  All tasks must be handled timely and accurately and in accordance with Company policies including maintain filing system per company retention policy.

Position Specifications

Essential Functions:

Service Dispatch:  Act as the liaison between our customer and field service representatives by dispatching customer calls quickly and accurately.  Maintain daily checklist for service rep schedule changes and forward all field service schedule changes to the After-Hours Dispatch team and Tech Support teams.  Maintain, distribute, and post to Salesforce (SF) the weekly pager / stand-by / on-call list.

Service Repair Work Orders:  Verify service order data prior to approval, focusing on accuracy of information supplied.   ie: serial number, activity type, customer bill to, customer ship to, etc.  Confirm WO follows Tech Bulletin (TB) instructions, when applicable.

Service Quotes / Contracts:  Create service contract quotations upon request.  Review all service quotations/addendums and /or contract renewals for accuracy, ensuring company policies and procedures are followed.  Prepare, finalize, and send formal proposal to the customer and field service rep.  Initiate service contract invoicing in SAP upon receipt of the customer purchase order and / or signed proposal and activate the service opportunity in SF Service Cloud upon successful invoicing.  Review sales orders that include extended warranties to ensure they contain current services offerings and create quote / opportunity and service contract (entitlement record) in SF Service Cloud.  

SAP:  Investigate equipment serial # discrepancies and update SAP equipment record as needed.  Revise warranty dates when requested and upon receipt of documents needed per Service Bulletin (SB) 2280.  

Disputes:  Review, analyze, and resolve service-related disputes.   Process service credits and credit/rebill requests as needed.  SLA – Dispute closed within 5 business days from receipt of dispute. 

Misc: Create ADP time sheet accurately & timely.  Complete PowerDMS training requirements timely and in accordance with company training procedures.

Position Specifications:

Knowledge/Educational Requirements

• High School graduate or equivalent
• Minimum of three (3) years business experience
• Proficient in Microsoft business products – ie: Word, Excel, Outlook
• SAP and Salesforce experience a plus

Skills and Abilities

• Ability to work in a fast-paced environment as a team member and independently
• Ability to multi-task, prioritize, and adapt to changing priorities
• Professional phone manner and strong interpersonal skills
• Strong organizational skills with attention to detail
• Ability to communicate effectively verbally and through written documents
• Ability to interface with all levels of staff