Highlights
The Service Administrator is responsible for supporting the daily operations of the Service Department by managing customer service inquiries, coordinating case intake and follow-up activities, maintaining accurate records in Salesforce, and providing operational reporting and administrative support. Monitor the Service inbox, create and document Cases in Salesforce for customer inquiries, and assign or escalate Cases to the designated Phone Support representative for the week.
Numbers & Facts
| Location | Saint Paul, Minnesota |
| Industry | Manufacturing - Other |
| Company Size | 20 to 49 employees |
| Website | http://www.matsuurausa.com |
Description
About the role
Reports To: Service Manager
Job type: Full Time/Non-exempt
Location: St. Paul, MN
The Service Administrator is responsible for supporting the daily operations of the Service Department by managing customer service inquiries, coordinating case intake and follow-up activities, maintaining accurate records in Salesforce, and providing operational reporting and administrative support. This role serves as a key point of contact for service-related communications and helps ensure timely case resolution, efficient department processes, and a high level of customer satisfaction.
What you'll do
- Answer incoming service calls, create and document Cases in Salesforce, and assign or escalate Cases to the designated Phone Support representative for the week.
- Monitor the Service inbox, create and document Cases in Salesforce for customer inquiries, and assign or escalate Cases to the designated Phone Support representative for the week.
- Monitor open Cases in Salesforce, follow up as needed to ensure timely resolution, and close Cases upon completion.
- Generate and distribute operational reports from Salesforce to support service performance monitoring and business decision-making.
- Provide administrative and operational support to the Service Manager and VP of Operations.
- Support service department processes and activities to ensure efficient operations and exceptional customer service.
- Assist with machine Pre-Installation Package creation
- Perform other duties and special projects as assigned.
- Occasional travel may be required (up to 10%).
Qualifications
- Motivated self-starter, team player able to manage multiple projects simultaneously
- Microsoft Office products knowledge required
- Salesforce or other CRM software experience a plus
- Excellent technical, communication, and presentation skills is a plus
- Knowledge of Matsuura Machinery product lines is a plus
- Candidate must be able to meet the physical requirements of the job
- Candidate must pass a criminal background check and drug test
About Company
Matsuura Machinery USA (MMU), located in St. Paul, MN is the master importer of Matsuura machining centers in the United States. We deliver unmatched excellence in high speed and high precision CNC machine tools. As the U.S. subsidiary of Matsuura Machinery Corporation in Japan, Matsuura USA provides the premium service, applications, and technical field support that have always been the Matsuura standard for business.
As we continue to expand and grow, we are seeking proficient and knowledgeable individuals who are eager to be a part of our Matsuura family and maintain our premium CNC machine tool reputation.
MMU is proud to offer employees benefits including medical, dental, and vision. MMU is also proud to offer 401(k), life insurance, long term disability, voluntary short term disability, PTO, and holidays.