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(CSSNA) Service Administrator - III

HireTalent

  • Dedham, MA
  • 6 days ago

    Highlights

    Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking. Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using *** published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

    Numbers & Facts

    LocationDedham, MA

    Description

    Job Title: (CSSNA) Service Administrator - III
    Location: Dedham, MA
    Duration: 04 Months on W2.

    Job Summary:
    • Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
    Key Responsibilities:
    • Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
    • Assesses customers needs and gathers pertinent information
    • Creates basic work orders in appropriate systems
    • Provides some status updates to customers, as requested Competencies
    • Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
    • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
    • Customer focus - Building strong customer relationships and delivering customer-centric solutions.
    • Directs work - Providing direction, delegating, and removing obstacles to get work done.
    • Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
    • Manages conflict - Handling conflict situations effectively, with a minimum of noise.
    • Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
    • Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
    • Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
    • Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
    • Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using *** published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
    • Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
    Education:
    • High school diploma or certificate of completion of secondary education
    Responsibilities:
    • Handle intakes
    • Help with troubleshooting questions
    • Schedule repair appointments, drop-offs and pick-ups
    Qualifications:
    • Experience in customer facing roles
    • Comfortable working with customers both in person and on the phone
    • Ability to prioritize and be flexible as work comes in
    • Previous service industry experience. Service writer experience would be a big plus

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