Field Service Administrator

POSITION SUMMARY

To ensure orders are fulfilled on time by routing workflow and providing support to assigned Field Services teams throughout the day. Serves as a liaison between Field Technicians, Account Managers, Production, and I.T. to meet operational needs, including the customer experience.

Responsible for leading the daily operations related to workforce management and dispatch. Keeping track of resource allocation, inventory, answering client calls, handling maintenance issues and providing administrative support as needed.

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Entry Level Position with Training Provided.

• Assists with technician routes using established workforce management system to ensure customer commitments are met (i.e. installs, relocate, removal, and service calls) using established procedures

• Navigates the Field Nation system to build or edit work orders and confirms schedule availability of customers and technicians, new orders and reschedules for Field Technicians, in accordance with established procedures

• Completes, cancels or re-assigns work assignments for Field Technicians and safeguard operations by informing management of potential problems

• Handles in-bound/out-bound calls, chat, and e-mail for both internal and external customers and provides exceptional customer service

• Researches and identifies unnecessary FIELD SERVICE calls to recommend closures where needed

• Works with various and moderately complex software platforms

• Performs other duties as assigned

• Leading department and strategy to ensure group deliverables are met

• Answering phones and responding to client requests and inquiries.

• Managing and updating company databases.

• Keeping track of inventory and ordering supplies.

• Maintaining client records.

• Managing budget and payouts

• Drafting and mailing customer correspondence.

• Organizing events, scheduling meetings, and making travel arrangements.

• Performing other duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• Leadership - Proven experience leading a team and managing a performance based culture.

• Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.

• Customer Oriented – Ability to take care of the customers’ needs while following company procedures.

• Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.

• Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.

• Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values.

• Strategic Planning – Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions.

• Accountability – Ability to accept responsibility and account for own actions.

• Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.

• Decision Making – Ability to make critical decisions while following company procedures.

• Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.

• Business Acumen – Ability to grasp and understand business concepts and issues.

• Must effectively perform multiple tasks simultaneously and constantly throughout each workday using various communication methods

• Must effectively organize and prioritize workload throughout the workday

• Must be able to effectively utilize, desktop computer hardware and software

• Must be able to use software (e.g. monitoring tool) to analyze network connectivity and router settings

• Must be able to use various electronic devices for in-bound and out-bound communication while providing exceptional customer service (e.g. email, phone, text and in-person skills)

• Must successfully meet established operational performance metrics

• Must be able to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)

Other Requirements:

• Strong organizational and administrative skills.

• Excellent communication skills, both written and verbal.

• Detailed-oriented with strong analytical and problem-solving skills.

• Ability to multi-task.

• Outstanding organizational skills

• Excellent communication and interpersonal skills

SKILLS & ABILITIES

Communication Skills:

• Must be able to communicate professionally, effectively and courteously with customers and coworkers, using a variety of communication formats (email, chat, in-person, telephone, etc.)

• Must be able to write routine reports and correspondence

• Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Reasoning Ability:

• Must be able to analyze and troubleshoot core products and other ancillary equipment

• Must be able to learn and acclimate to change quickly

• Must be able to accept constructive feedback and promote a positive company image on a consistent basis

• Must be able to exercise good judgment

PHYSICAL DEMANDS DEFINITION