Service Administrator - Watertown, NY

Location: Watertown, NY
Type of Employment: Full Time

Responsible for assisting the Branch Service Manager in managing service operations to maximize internal and external customer satisfaction and growing profitable service labor sales. Provides support with customer service, data entry and billing. Maintains accurate and timely reports relative to Service Department operations.

Performance Expectations:

  • Assists in maintaining Service Department processes, policies, and support to ensure customer satisfaction
  • Effectively communicates with Branch Service Manager on a daily basis
  • Effectively opens and maintains repair orders
  • Assures timely completion and submission of all service repairs from technicians
  • Assures timely completion, submission and follow-up of all warranty and Product Improvement Program claims within the required time frame to receive maximum credit
  • Professionally and courteously fields internal and external customer inquiries to the Service Department
  • Verifies and updates customer profiles including equipment and hours from information on the customer repair orders
  • Maintains Service Department filing and records
  • Maintains logs and records of all department tools, equipment and vehicles
  • Assists in developing and implementing customer clinics, field days and related promotional events
  • Assists with identifying and developing new customers and businesses to achieve department growth
  • Ensures safety compliance and OSHA regulation compliance within the branch Service Department

Experience, Education, Skills, and Knowledge:

  • Associates degree or equivalent experience required
  • 2 years of experience in service department operations preferred
  • Excellent customer service skills
  • Familiar with the equipment industry, John Deere and competitive products
  • Basic knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment
  • Ability to use standard desktop load applications, email and internet functions preferred
  • General understanding of mechanical/technical terms
  • Ability to work varying shifts, weekends, and holidays
  • Neat and clean personal appearance (in accordance with company policy)
  • Ability to write and speak effectively to individuals and groups
  • Solid understanding of financial principals and service functions relative to Service Department operations
  • Ability to analyze and interpret internal reports and provide feedback with areas of improvement
  • Exhibits necessary skills to effectively work within a fast-paced environment
  • Exhibits strong desire to expand personal development
  • Ability to work within and promote a strong team environment across all departments
  • Achieves and maintains forklift certification
  • Exhibits a willingness to accept additional assignments
  • Ability to travel for customer service and training as needed
  • Clean driver’s record and valid New York State driver’s license

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