Field Service Administrator

Description

Manages service operations for field technicians to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Essential Functions

• Facilitate with receiving incoming requests for technicians.
• Assist the entire work order cycle process; generation through closing and invoicing for customer and internal work
• Works with Service Manager to identify and execute continuous process improvements
• Communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
• Assists with scheduling and assigning jobs and work areas to employees in the Service Department according to their skills and knowledge
• Assists in reviewing work orders for completeness and accuracy prior to customer billing
• Ensures all service Warranty and Product Improvement Programs are completed, submitted to Centralized Warranty Administrator within the required timeframe to receive maximum credit
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Actively coaches, develops and helps employees grow their capabilities
• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• Ensure that company’s reputation and image in the community is consistent with company Core Values

Physical Demands

• This position requires minimal physical demands that are necessary to perform the essential functions of the position, including:
• Talking and hearing. The employee is frequently required to stand, sit; walk, type, handle or feel; and reach with hands and arms.

Benefits include:

• 401K Match
• Health Benefits
• Paid Holidays and Paid Time Off

*Under the American with Disabilities Act, an employee must be able to perform the essential functions of this position with or without a reasonable accommodation, as well as possess the skills, experience, education and other job-related requirements necessary for the position. If an employee has a disability, the company will engage in an interactive discussion with the employee to determine if reasonable accommodation that does not create an undue hardship for the company is available.*

Requirements

Experience, Education, Skills and Knowledge:

• 5+ years experience in Service Department operations 
• Demonstrated outstanding customer service and communication skills
• Proven experience solving problems effectively with best possible outcome for all involved
• Experience using computer software such as Microsoft Office, Dealer Business System and internet based systems 
• Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
• Experience working with customers
• Ability to write and speak effectively to individuals and groups
• Familiar with John Deere and competitive products
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends as needed
• High School Diploma or equivalent experience