Aftersales Administrator

 Company 

Yanmar Compact Equipment North America Inc. (YCENA) designs, manufactures, and supports a complete range of compact equipment — including compact track loaders, mini excavators, wheel loaders, and construction equipment — for use in markets such as construction, landscaping, utility, land management, and agriculture. Products are sold primarily through a third-party independent dealer network across North America.

Overview

The Aftersales Administrator is responsible for answering phones, reviewing emails, input information into a case system, review case system for dealer submitted cases, and help the service team with follow ups. This position will work closely with the dealer networks and service teams. 

Responsibilities 

• Answer Calls
• Review, categorize emails
• Input cases into the case management system
• Review cases in the System for accuracy and follow ups
• Follow up on active cases
• Work directly with the service team
• Direct inquiries to the proper responsible department
• Case management
• Call and email records

Education/Formal Training

•  2-year Technical Diploma or Associate’s Degree in related field
• 3-5   years or more related experience or an equivalent combination of education, experience, and factory sponsored training in the heavy equipment construction environment.

Professional   Expertise/Skills

•  3-5   years of experience and/or working knowledge of the operational characteristics of construction equipment and understanding of documentation.
• 1-3 years’ experience in a customer facing environment
• 1-3 years MS Office (word, excel, outlook).

Methodical  Expertise 

• Knowledge of business operating systems preferred (Epicor ERP, TWS Warranty System)
• Strong orientation towards quality, safety, and continuous improvement
• Strong computer skills.

Personal Skills

• Demonstrated problem solving skills.
• Functions independently within context of day-to-day activities. 
• Able to travel, up to 25% of the time
• Able to travel internationally.
• Able to work 40+ hours per week depending upon workload.

Social Skills  

• Strong orientation towards quality, safety, and continuous improvement.
• Excellent communication skills; both written and oral.
• Able to gather and analyze relevant information and coordinate work with other team members.