Responsible for all non-triaged ticket creation/handling.
Auditing of all service transactions related to the support of customers.
Ensure tickets are efficiently dispatched to the field to meet SLA’s.
Manage all coordination with Logistics partners while monitoring stock volume and returns.
Maintain cross functional partnerships with multiple departments including Field Service, Tech Support, Customer Repair Center, Sales and Accounts Receivable.
Assist Technical Support/ Call Center, CRC, and Field Service teams with customer requests, database corrections, ticket requests/dispatches, quotes, RMA’s, purchase requests/orders and other related transactions.
Process credit and rebill requests from Accounts Receivable.
Responsible for closure process of service orders completed by Field Service team or processing of documents in CRM/ERP to transact Inhouse Repair or Exchanges along with correcting errors as needed to ensure transactions flow and customers are invoiced correctly.
Monitoring of open call load for Field Service Engineer and assigned region in relation to company Ticket Governance Policy.
Assist FSEs with schedule organization, reassignments/reschedules, communication with customers, and other administrative tasks to support FSE/FSS and customers.
Responding to customer inquiries and referring clients to the proper channels.

Associate’s degree or equivalent from two-year college or technical school, or three (3) years related experience.
Excellent customer service skills, via phone and email.
Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software).
Excellent written and verbal communication skills.
Highly organized individual.
Ability to solve problems and make decisions within established guidelines together with FSE’s and FSS’s, CRC, etc.
Fast learner with ability to adapt quickly to situations that change frequently.

Service Operations Administrator

Key skills