Job Description

Job Description

Service Administrator

Classification

Non-Exempt

Job Summary

This position will include assisting the Service Department with customer service needs, work orders, processing of equipment repairs, daily operations of shop functions, field service functions and delivery functions.

Essential Functions

• Must work with all departments to build an efficient and effective service team
• Keep customer satisfaction to its highest possible level, with accurate pricing, prompt, and quality invoicing
• Maintain consistency in regards to flat rates, proper documentation, orderly flow of internal paperwork and prompt work order invoicing (< 5 days from last day of labor on all work orders)
• Keep the customer informed of the progress on his/her machine, (before, during, and after)
• Must be able to perform all of the functions of the field service manager, and perform all other functions as requested by service manager.
• Coordinate all functions related to field service support and the development of all field technicians
• Support the overall objectives of the service department as a group
• Maintain customer satisfaction through best in class customer communication.
• Receive/ Process work orders ensuring accuracy when the repairs are complete
• Ensure all work orders are closed within five days of last activity
• Enter all work order notes, ensuring proper grammar, punctuation, and overall clarity
• Adjust travel time as needed according to job/customer requirements
• Adjust labor repair time to match marketing service time (MST)
• Review daily DDC report to ensure no over sights
• Dispatch and schedule technicians – when required
• Set up work orders when CSA’s are not available, as well as, internal departments request for field repair – when required
• Communicate with technicians on jobs as needed for accurate job closings
• Verify warranty coverage at the time of closing to ensure we are maximizing coverage for the customer.
• Work with outside vendors as needed: (glass installs, some cylinder rebuilds, radiator repairs, etc.) Make sure invoices are provided for PO process
• Keep current on new systems, technology, and advancements in the industry
• Continual learning through John Deere University per the provided learning plan completed by service manager
• Keep current on DOT regulations and requirements for service trucks as well as environmental compliance.
• Stay current on present and past product improvement bulletins initiated by Deere to ensure dealer compliance.

Qualifications

• High School Diploma or GED
• Competent working knowledge of all Deere programs
• No personal distractions and/or interactions during scheduled working hours
• Technical knowledge and aptitude preferred
• Ability to communicate effectively verbally and in writing
• Intermediate user of Excel, Word and Outlook
• Must be self motivated and a self starter
• Ability to work well with internal and external customers
• Must be able to accomplish all requirements with minimal supervision

Typical Physical Activity

A portion of every day will be spent indoor/outdoor, walking, stooping and bending, climbing on and off machines. Occasional lifting up to 50 pounds. Proper PPE is required when entering shop work area

Travel

Must be able to travel with overnight stays as required

The Service Administrator must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer

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