Manufacturers Service Contract Administrator ensures that customers receive services according to their contracts with the manufacturer. Communicates with customers to gather information about service levels and respond to questions or complaints. Being a Manufacturers Service Contract Administrator reports on levels of service and escalates complex or severe problems to management. May assist in contract negotiations. Additionally, Manufacturers Service Contract Administrator may require an associate degree. Typically reports to a supervisor or manager. The Manufacturers Service Contract Administrator works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Manufacturers Service Contract Administrator typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Position Overview:
HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally
The Generator Service Administrator is instrumental in providing business-critical support to customers, including customer quotes, billing, and coordination of service. You will be a true advocate for customer support as well as tech support in the field.
Reporting Relationship: The Generator Service Administrator will report to the Service Manager.
Generator Service Administrator Responsibilities:
· Answer phones and respond to emails to resolve customer requests, advise of results, and provide needed course of action, or escalate to appropriate department
· Maintain accurate customer records
· Create tickets in CRM for repair and services
· Work with Parts department to prepare service and repair quotes
· Assist with shipping and monitoring of needed supplies for technicians
· Schedule annual services and approved quotes on technicians' calendar
· Track and update service orders for invoicing
· Process warranty claims with vendor
· Make follow-up calls on overdue accounts, update tracker with date, time, and outcome of contact
· Perform other duties as assigned
Personal Attributes
· Excellent written and oral communication skills
· Exceptional customer service skills
· Attention to detail
· Critical thinking skills with ability to solve problems logically and creatively
· Positive attitude
· Ability to collaborate with various teams
· Technical aptitude with a passion to learn
· Customer-first mentality in every situation
Travel expectations:
· Limited to no travel
Posting Qualifications:
· Power generation experience is preferred
· CRM software proficiency desired
· Prior Technical Support experience including experience in a customer-facing or customer technical support role desired
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