Service Administrator

ELECTRIC MACHINERY COMPANY, a division of WEG Electric Corp

Minneapolis, MN

Position: Service Administrator

Department: Engineered Services Department

Primary Objective of Position:

The Service Administrator will be the primary administrator for Engineered Services, including customer interfacing for business development, quotations, scheduling, and financial control. Position supports both internal and external customers, as well as partners, to maintain good financial outcomes for the company.

Major Areas of Accountability:

• Interfaces directly with customers; developing new business, gathers job scope information, creates quotations, and schedules services.
• Creates and transmits work packages for service teams that include the scheduled dates and scope of work, and effectively communicate the customer’s criteria for success.
• Reviews daily field service updates and final field service reports and transmit to the customer.
• Actively promotes a lean culture within the service organization; streamlining processes and continuously improving efficiencies in the service workflow.
• Administers field service jobs as needed, including:

1. Creating cost breakdowns for service jobs.
2. Monitoring open field service jobs and initiating the invoicing process by creating sales orders in SAP.
3. Auditing and confirming external service providers’ time sheets and third-party cost breakdowns.
4. Creating purchase requisitions for external service providers and submitting them for approval after cost breakdowns have been audited.
5. Using data analytics to monitor service quoting and invoicing activities, providing feedback and suggestions for improvement to management.
6. Resolving invoice disputes with customers and/or finance as needed.

• Other Administrative duties as assigned.

Knowledge/ Skills/Abilities:

• BS Degree in Marketing, Business, Industrial technology or related field, or 2+ years of general customer service/sales/invoicing experience.
• Computer literate with knowledge of current operating systems and software common to business applications including; SAP, outlook, Word, Excel, PowerPoint, and SAP proficiency preferred.
• Demonstrated sense of urgency to affect timely response and resolution to customer requests.
• Demonstrated ability to keep multiple tasks and activities coordinated, prioritized, documented, and in motion or progress at one time.
• Demonstrated capacity for social interface with internal and external customers as required, achieving customer satisfaction excellence.
• Demonstrated ability to effectively deal with difficult customers through to oral and written communication.
• Show a high level of enthusiasm and energy to resolve service or invoicing inquiries effectively and promote strong customer relationships.

Physical Requirements:

• Physical ability to travel freely within manufacturing and office facilities. This requires climbing stairs and moving over, around, and about shop machinery.
• Have the physical ability to lift and carry up to 20 pounds unassisted.